Job Description

Looking for an exciting leadership opportunity at Intel? Want to be a part of an award-winning organization? Come join our global team as we embark on our next transformational journey to ensure Intel's customers and partners are successful in designing with and deploying Intel products and services. The Intel Sales and Marketing Group's (SMG) Global Customer Success (GCS) is a worldwide organization that provides a full range of scalable services that spans across Intel and the lifecycle of our products and programs to meet the needs of every customer from the single end user to large-scale distributors and original equipment manufacturers. These services include:

• Post-launch technical/warranty support to remove barriers to product usage/value

• Pre-sales design enablement and engineering tools to reduce customer time to market

• Build, loan, and event programs to expand adoption of Intel technologies

The Director of Service Strategy and Engagement will lead the organization's strategy office to drive the strategic priorities, develop and monitor long-range strategic plans, and drive strategic projects. This role will lead major workstreams related to emerging strategic issues that impact not only GCS but a range of cross org functions (e.g., support monetization, intelligent support, etc.). Additional scope includes the ownership and execution of our internal support agreements and onboarding processes. The successful candidate must be a visionary leader who aims to define and drive the future of GCS service and support through innovation and transformation across the GCS portfolio, thus providing increased value to Intel, our customers, and partners.

Specific to support monetization, the role will be responsible for defining, developing, and implementing business strategies/plans to drive revenue from support services. This includes strategies to develop new services to further build upon the current GCS service offer portfolio. It will be critical for this leader to partner closely across product groups, sales, marketing, and IT teams, to define, align, and implement our global strategies for increasing support revenues.

This role is a thought partner and change leader, performing critical analysis and developing insights for the business. It's a high-visibility, high-impact role and requires a roll-up-your-sleeves approach and ability to get things done through others. Must be able to effectively balance strategy with disciplined execution to ensure organizational OKRs (Objectives and Key Results) are met. Must be a highly effective communicator with strong influencing skills and leadership presence who inspires confidence and commitment throughout all levels of the organization.

Additional responsibilities include:

• Management responsibility for a team of passionate program managers focused on evolving GCS's support portfolio, capabilities, and impact

• Responsible for developing support engagement models and methodologies that enable/drive customer adoption and value realization

• Successfully bring new products into the support portfolio by developing and executing successful end-to-end post-sale product/customer support plans

• Work closely with and guide executives on the creation and design of cross-functional initiatives, proactively identifying potential opportunities, gaps, needs, and actions

• Coordinate and prepare comprehensive executive-level insights and analysis in advance of key meetings

• Present findings, recommendations, and workstream health to executive and senior management

• Define appropriate metrics to proactively ensure overall outcomes are delivered

• Be a vocal and compelling advocate for Intel strategy, mission, and culture

• Budget management for all resources and costs associated with the team

• Collaboration within team and cross organizational stakeholders to define and drive support transformation initiatives

• Active SMG and Intel product group senior stakeholder engagement and partnership

• Oversight/change control management of pre to post launch support engagement efforts/impacts

• Partner and closely collaborate with peer groups in GCS that are instrumental in fueling the support services strategies for our global customers

Qualifications

Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications:

• Bachelor of Science in Computer Science, Electrical Engineering or related field with a minimum 10+ years professional experience in management consulting and/or related industry role, with 8+ years' experience across customer experience functions with direct experience in Customer Support/Success

• Solid leadership tenure with over 8+ years of experience to manage, mentor, train, and lead

• Candidates must have a proven track record of success in providing strategic guidance and operational oversight in global customer-facing teams

• Experience with and strong affinity for transformational initiatives with high degree of intellectual curiosity and ability to absorb new concepts quickly

• Highly entrepreneurial and able to operate independently, acting with velocity and a strong sense of urgency

• Ability to be flexible, nimble, and thrive in fast-paced environments; comfortable taking risks to commit to aggressive goals and win with a can-do attitude

• Global collaboration experience with strong respect for cultural diversity and inclusion

• Excellent written, presentation, and verbal communication skills; Strong organizational collaboration and influencing abilities; ability to tell the story with the use of accurate/comprehensive data

Preferred Qualifications:

• Direct experience building and implementing support services for software developer and/or SaaS offerings

• Experience with transformation of customer support as a cost center to profit center model

• MBA

Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.

Inside this Business Group

Intel's Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions. SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business. We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples. The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe. Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.

Other Locations

US,OR,Hillsboro;US,AZ,Phoenix;US,CA,Folsom

Covid Statement

Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here: https://www.intel.com/content/www/us/en/jobs/benefits.html

Annual Salary Range for jobs which could be performed in US, California: $150,810.00-$241,090.00

• Salary range dependent on a number of factors including location and experience

Working Model

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.

Position of Trust
This role is a Position of Trust. Should you accept this position, you must consent to and pass an extended Background Investigation, which includes (subject to country law), extended education, SEC sanctions, and additional criminal and civil checks. For internals, this investigation may or may not be completed prior to starting the position. For additional questions, please contact your Recruiter.

JobType

Hybrid