Critical Situation Manager, Customer Support

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.

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About the Team

The Critical Situation Manager (Crit Sit Manager) is a highly challenging and visible role focused on improving customer satisfaction with escalated or high-impact incidents. This individual will act as the customer's advocate within Workday. engaging and driving escalated issues to resolution by coordinating the correct resources within Global Support and with our partners elsewhere in the Workday organization. This role requires a strong understanding of incident management best practices, excellent communication and coordination skills, and the ability to effectively lead and collaborate with cross-functional teams.

About the Role

Workday’s customer base continues to grow as does the need for continued and excellent customer support. Our Critical Situation Manager will be focused on improving customer satisfaction and time to resolution for escalated issues around the globe. This role will coordinate internal efforts to resolve escalated issues that have a significant impact on the business relationship or affect customer productivity. The Critical Situation Manager will also be responsible for developing and monitoring dashboards for trends to reduce the amount of escalations and improve overall customer satisfaction.

About You

Key Areas of Responsibility:

• Identify critical incidents and high-impact customer facing issues (e.g., Recruiting or Payroll related, hot patches, data recovery, Security incidents)
• Assemble the necessary technical teams and leadership to address the incident
• Establish a clear communication channel to keep all stakeholders informed about the situation, including updates on the issue, mitigation efforts, and estimated resolution time. As the centerpoint for Support’s internal communication during an incident (e.g., leadership communication, FAQs, TAMs, Alert updates), allow Support teammates to focus on case-level communication, escalations, and customer outreach.
• Make critical decisions regarding escalation, resource allocation, and communication strategies during the incident
• Monitor the scope of the issue and its impact on customers, providing regular updates to key decision-makers
• After resolving the incident, participate in Correction of Error/problem management work to identify root causes, implement preventive measures, and improve future response processes especially within Support.
• Identify and document incident trends. Collaborate with Support domain leaders and P&T on corrective actions.
• Participate in a rotating schedule as Shift Advisor for weekend support.

Required Skills/Experience:

• 5+ years of experience in product support, customer success, account management or consulting for large, complex HCM/Financial systems (SaaS preferred)
• Act with sense of urgency and drive
• Strong written, verbal communication and presentation skills
• Ability to drive escalations through defined process to resolution
• Strong conflict management skills
• Experience influencing people across functional boundaries
• Effective working with global or international operations
• Ability to work effectively in high stress situations
  

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.

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