The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.

Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.

We believe every interaction is an opportunity. Are we yours?

The Challenge

The Services Systems Operations team drives business objectives across the Professional Services, Customer Success, and Global Operations (product support) team at Qualtrics. We design system-based solutions to enable the success of employees and improve the experience of our customers. 

As Qualtrics continues to scale rapidly, our customers have growing expectations of excellent service, support, and relationship management. Since we are the preeminent experience company, customers expect us to offer an outstanding experience whenever they work with Qualtrics. Additionally, our rapid growth necessitates continuous streamlining of internal processes to enable our teams to scale successfully. As we strive to hit an ever higher bar, we are looking for operational leaders who can spearhead creative initiatives to rethink our service, customer success, and product support experiences.

Expectations for Success

As a Systems Owner in our services department, you will have ownership over enablement of specific business outcomes, as well as business critical systems. You will work closely with internal teams to understand their experience with our systems, and the extent to which our systems enable them to be successful. You will develop a clear vision and roadmap for each system that you own, and work with engineering and user teams to drive initiatives against that roadmap.

You should have experience working in an internally-facing support or consulting role, and understand the fundamentals of process and system design, as well as user experience. You will be idea driven and analytically minded. You may or may not be able to write your own code, but you understand the foundational aspects of systems interactions, data flows, and integrations, and you can have meaningful conversations with engineers about technical solutions. You will be able to break down an ambiguous problem into a clearly understood and defined set of root causes, design and validate system-based solutions, and execute large scale changes through vendor selection, requirements development, POC, implementation and change management. You have an entrepreneurial mindset and enjoy designing innovative process and system solutions.

We believe strongly in service design and our operations team has an outward-in mindset mirroring our company’s core tenant of being customer obsessed.

You should have experience in operational excellence, technology consulting, or solution design; ideally all of the above!

Requirements

• BA / BS degree (masters preferred), in a related field, such as information systems, business operations, etc.)
• 6-10 years of experience at a top-tier consulting firm, or in technology consulting, operational excellence, or other related field
• Analytical & problem-solving abilities
• Experience handling priorities and timelines without significant oversight
• Ability to present in front of large groups and executives clearly and concisely
• Strong ability to navigate ambiguity and drive clear outcomes
• Customer-obsessed
• Experience in systems implementation and change management is helpful

The base pay range for this position is $112k - 219k per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer, in addition to a range of medical, financial, and other benefits, based on eligibility criteria.

Benefits

• Semi-annual performance bonuses
• $750 work from home stipend to set up your home office
• In-office perks like catered lunch, snack bars, open seating work environment, and casual dress
• Relocation bonus for out of state applicants
• 30 paid days off: 15 PTO days + 5 Personal Days + 10 Holiday Closures (additional PTO with tenure)
• Qualtrics Experience Program - $1500 annually for an experience of your choosing (eligible after one year)
• Fun, inviting, and inclusive work environment made up of passionate, kind, and smart people who exemplify what it means to be a team

Qualtrics Q-mmunity

We are proud of the community that has developed at Qualtrics. Every day it becomes more robust and, along the way, it matures and develops us into a better team through education, focus, advocacy, and fun. It is a solidifying piece of the #OneTeam mentality that we operate with.

The Q-mmunity is essentially a mix of the Q Groups, our Corporate Social Responsibility groups, and other social groups. These groups include but are not limited to MosaiQ, Q Pride, Q&Able, QSalute, and Women's Leadership Development (WLD). Take a deeper look at our Q-mmunity here.

Location

While we are optional-remote for the time being, Qualtrics is moving towards a hybrid model where employees will split their time between home and office work each week.