Manager, Global Customer Success

At Ouster, we build sensors and tools for engineers, roboticists, and researchers, so they can make the world safer and more efficient. We've transformed LIDAR from an analog device with thousands of components to an elegant digital device powered by one chip-scale laser array and one CMOS sensor. The result is a full range of high-resolution LIDAR sensors that deliver superior imaging at a dramatically lower price. Our advanced sensor hardware and vision algorithms are used in autonomous cars, drones and many other applications. If you’re motivated by solving big problems, we’re hiring key roles across the company and need your help!

The Manager of Global Customer Success Operations is a key support team member within our Customer Success Organization. The main priority for this role is managing the global team of customer success engineers supporting Ouster Lidar sensors. Ideally, this person is experienced in hardware and software support, experience working with 3rd party repair centers, and is process oriented. This role will be a key interface between the support organization and our engineering, quality, and operations teams at Ouster.

Key Responsibilities:

• Lead team for support for all incoming customer issues. 
• Follow up with customers to ensure resolution of complaints. 
• Coordinate escalations to our HW/SW Engineering Teams. 
• Identify trends in customer requests and product performance and share those trends with internal Product, Engineering, and Partnerships to drive continuous improvement to our products and customer experience.
• Monitor customer satisfaction and manage the support team’s performance to ensure an excellent customer experience.
• Creating and maintaining policies, procedures, training manuals, and support-related resource material.
• Establish and manage 3rd party repair center support processes. 
• Hire and train Technical Support Engineers 
• Submits all reports in a timely and accurate manner per company policy. 
• Follow Company policies and procedures at all times. 

Education & Experience: 

• 1+ years management experience
• BS in Engineering (mechanical, optical, electrical, etc.), Computer Science, or related
• Experience working with contract manufacturers/3rd party repair centers is a plus.

Competencies: 

• Critical thinking and problem solving. 
• Good communications skills with customers and internal stakeholders. 
• Process oriented. 
• Strong decision-making and leadership capabilities. 
• Strong conflict resolution skills. 
• Customer-oriented mindset. 
• Adaptability. 

We acknowledge the confidence gap at Ouster. You do not need to meet all of these

requirements to be the ideal candidate for this role.

At Ouster we offer a range of competitive benefits, as we believe in taking care of our employees in all aspects of their lives. Our newly renovated office, located in the Mission District of San Francisco, is a dog-friendly workplace with a kitchen stocked with snacks, fresh fruit and drinks, and a complimentary dinner catered nightly. Additional perks include 15 vacation days/10 paid holidays annually; paid parental leave; pre-tax commuter or health care/dependent care accounts; 401K match up to 4%; medical, vision and dental plans with premiums covered at 100% for the employee and 75% for dependents (Cigna or Kaiser); life insurance; and short term disability and long term disability. Ouster offers the best benefit options available because we consider the well-being of our employees a top priority.