Director, Service Assurance

Meet Our Team:

As a key leader to a regional team of Service Assurance Advisors (SAA's) who have the goal of driving technical problem resolution and enhancing client satisfaction levels, you will provide vision, guidance, and technical oversight.

Picture Yourself at Pega:

The position has responsibility for providing Thought Leadership to a regional team of Service Assurance Advisors with the goal of driving technical problem resolution and enhancing client satisfaction levels. This is a significant hands-on leadership role within the Global Service Assurance organization and provides vision, guidance, and technical oversight of the team. Reporting to the regional Senior Director, you will play an integral part in leading and driving overall client success.

What You'll Do at Pega:

• Lead a team of Service Assurance Advisors (SAA's) focused on: technical project completion resulting in successful adoption with business value for the client, establishing client confidence in Pega's technology, and fostering strong client relationships to ensure that technical engagements result in client satisfaction and retention

• Review the SAA's portfolios of clients encountering technical service issues, to ensure a high level of satisfaction with Pega services is achieved
• Drive process and improvements aligned with clients' requirements to ensure clients' success criteria are met
• Partner with the various functions, including the CSM organization, GCS, Product Management, and Engineering to share and drive client feedback and product improvements
• Role model Pega's culture and values
• Motivate and inspire team to achieve outstanding results
• Coach employees to increasing levels of competence and performance

Who You Are:

The successful candidate exemplifies a blend of deep technical expertise with client facing prowess. You are a dynamic, motivated and enthusiastic leader who is passionate about delivering excellence to our clients, as well as proficient in collaborating with business and technical stakeholders across the broader organizations.

What You've Accomplished:

• Bachelor's Degree in Computer Science, or equivalent
• 15+ years of relevant work experience, including 5-10 years leadership experience in a consulting or technical role
• Proven track record of leading a team to effectively ensure the resolution of complex technical issues to drive client satisfaction
• Deep technical knowledge of Pega's products and services - and how they help clients achieve significant business benefits
• A track record of using relevant metrics and process improvements to drive process and organizational improvement
• Expert oral and written communication skills, leadership and poise in pressurized situations

• Tenacity, drive and the desire to succeed in a fast-paced environment

Pega Offers You:

• Gartner Analyst acclaimed technology leadership across our categories of products
• Continuous learning and development opportunities
• An innovative, inclusive, agile, flexible, and fun work environment
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company

Job ID: 11680

As an Equal Opportunity and Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Accessibility - If you require accessibility assistance applying for open positions please contact PegaApplication@pega.com .

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