Dir - End User Common Services - (US-TX-Houston - 77299)

Minimum Education: None
Jobcode: 56269581
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Dir - End User Common Services

Job ID 6098
Location
USA Houston

Functional Area
Product Development

Department

Employment Type
Full-Time Regular

Education Required
Bachelors Degree

Experience Required
More than 10 years

Relocation Provided
Yes

Position Description

Customer Experience
? Responsible for the Information Design and Development, Globalization and Usability teams. Specific areas of responsibility include Solution Usability, Solution Documentation, and localized products for targeted regions.
? Oversee Information Design and Development (IDD) process and quality improvements from a customer experience perspective to align with the Enterprise Service Management (ESM) Business Unit's long term objectives
? Focus on End-to-End customer experience: Knows and appreciates the impact of content value to serve the customer from point of sale, to out of box experience, to time of need for support and assistance.
? Understand and reinforce that the IDD team's customer is the end-user of our solutions. Require that all documentation be created from the end-user's perspective to enhance their experience with our solutions.

Leadership
? Lead the team through change: Positively communicate ESM's direction to the team and help them understand their role in achieving the organization's goals. Help the team understand the benefits of the change.
? Respect the roles of subject matter experts and rely on them to successfully drive day-to-day tactical execution. Motivate the team to integrate process improvement, business analytics, and customer requirements into daily work.
? Strengthen the relationships of existing team members to build a high performance global team. Create an environment that promotes team work and discourages "we" vs. "they" thinking
? Shift the department's focus from a product perspective to a solutions perspective to support our customers' from an overall business perspective
? Lead the technical writing teams through the implementation of Global Management System (GMS) and Global Electronic Publishing (GEP) while achieving ROI and content improvements

Operations
? Partner with product management, customer support and field organizations to re-shape our customers' out of box experience
? Measure and improve the costs (direct/indirect) associated with customers' ability to resolve critical questions when working with our products
? Participate in product development lifecycle to ensure understanding of the product to develop customer-focused documentation.
? Understand the business implications of content creation & management: Understand the cost to develop. Produce, identify and execute efficiencies to maximize the ROI (measured in terms of positive customer satisfaction, ability to reduce warranty & support costs, ability to improve margins by representing a lower percentage share of the product bill of material costs).

Position Requirements

? Minimum 10 years experience in management required.
? Experience managing a global team.
? Experience in with development of user documentation, online Help, and user interface design for enterprise commercial software.
? Ability to lead teams while relying on their expertise provide content knowledge
? Direct experience with the software product development or lifecycle
? Proven experience successfully leading change - specifically cross-department, cross-function and as part of M&A activity
? Prior experience in a software development environment
? Bachelor's degree or equivalent experience

Position Attributes

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or handicap, disability, or any other legally protected status. BMC is an Equal Opportunity Affirmative Action Employer. We welcome and encourage diversity to our workplace. Please click [link removed] herefor more jobs at BMC Software.