About the job
The Red Hat People (HR) team is looking for a Manager for Customer Experience and Insights to join us. In this role, you will manage a team that has a critical, unifying role for the Learning, Careers, and teams function at Red Hat. To succeed in this role, you need to be a leader with a passion and vision for developing an understanding of our internal customers' learning and career needs and meeting these needs while delivering a positive experience. You will lead a team of user experience, design, and data specialists focused on ensuring that each touchpoint across the customer journey is engaging, effective, and efficient. Successful applicants must reside in a state where Red Hat is registered to do business.
What you will do

• Develop a customer experience and engagement strategy that aligns with our associate's needs and delivers value back to the business
• Champion the consistent improvement of the customer experience in the delivery of our learning and career development offerings
• Lead the organization to adopt the usage of insights gained from data and research to guide customer experience improvements
• Develop, coach, and manage a cohesive team of full-time equivalent (FTE), contract, and managed service associates
• Provide outstanding leadership and motivation to the team while managing accountability
• Provide team members with clarity around their roles and responsibilities and coach them in developing a collective team purpose
• Coordinate with the various go-to-market teams to ensure consistency with support, messaging, and approach
• Manage the process to track, analyze, and report on the organization's spending against budget
• Manage the recovery of costs from the business for the services delivered by the organization
• Provide the reporting and insights for the business to see the value of the delivered services
• Partner with the leadership team to develop and monitor a set of key metrics and KPIs for measuring the effectiveness of our services and the efficiency of the organization
• Build and maintain relationships with other leaders to ensure close collaboration and alignment of Customer Experience goals

What you will bring

• Bachelor's degree or equivalent experience and training
• 3+ years of experience managing a team in a global organization
• 5+ years of experience in design thinking, user experience, customer experience, or market intelligence roles
• 3+ years of experience of research and experimentation and data analysis
• 3+ years of experience of managing financials and budgets
• Excellent consultative skills to lead data and research-informed conversations with stakeholders

About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.