Job Description:

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That's why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don't need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

Workday's Technical Support Delivery teams are driven by a passion for our products and the success of our customers' user experience.

We're a diverse group of people, with an invaluable mix of experience and backgrounds, located in our collaborative Salt Lake City office!

We promote Workday's core values, with 'Employees' being our first! This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and well-being, and are proud to champion equal opportunities for everyone.

We are looking for someone who has a creative approach and is eager to learn, support their colleagues, empower their team, love our customers and have fun.

About the Role

We're looking for a hands-on, customer centric Support Manager to join our global support team in Salt Lake City, Utah.

This role plays a significant role in ensuring a smooth day to day operations of the technical support team supporting customers using Workday Spend Products (Core Spend - Procurement and Inventory), as well as Expenses and Strategic Sourcing.

You will be managing a mature, global team across countries and different time-zones and will be expected to take responsibility for resourcing for all your key products.

If you are a People Leader, dedicated as an advocate for both your team, your peers and Workday customers, you will be a great fit!

Note on this role:

- Typical schedule is 9am to 6pm, with flexibility to accommodate coverage and peers as needed.

- Requires holiday shift coverage, and after hours/weekend on-call shifts for escalations and incidents, with on-call Manager rotation approximately every 7 weeks.

- This role operates in a flex model with at least 50% of time spent in office.

About You

Experienced in leading a SaaS software support team and/or experience with running software engineering teams.

Background indicating solid technical support experience and understanding - particularly within enterprise software applications.

Solid grasp of case handling processes and standard support procedures.

Support operations experience including managing queues, resource scheduling, quality assurance and SLA/metrics reporting.

Ability to develop and maintain cross functional relationships with Services, Development, Product and CX leadership.

Coaching and mentoring all levels of Support Engineers/Analysts on day to day work, providing insights on critical and blocking issues, and enabling career development and career experience opportunities.

Basic Qualifications

• Bachelor's/Master's degree or foreign equivalent degree in Business Management, Information Systems, Computer Science, or a related field - or equivalent work experience.




• 4+ years leading a technical support team and/or experience with managing software engineering teams.




• 6+ years of customer support experience, providing technical/functional application support for software and environment issues within enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone.




• An understanding of basic Supply Chain software processes and knowledge of the Spend [Supplier/Procurement/Inventory], or Financial Accounting or Expense Management domain.

Other Qualifications

• Excellent written and verbal communication.




• An understanding of the Software Development Life Cycle [SDLC] processes.




• Well organized, operationally strong, customer focused.




• Previous experience or knowledge of finance and accounting




• Solid understanding of case handling processes and escalation procedures.

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday's comprehensive benefits, please click here.

Primary Location: USA.UT.Salt Lake City

Primary Location Base Pay Range: $113,600 USD - $170,400 USD

Additional US Location(s) Base Pay Range: $107,900 USD - $204,000 USD

Our Approach to Flexible Work

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!

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