At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
Position Summary
The Global Support Services Process Manager works with all functions under GSS to develop, document, disseminate, and improve the processes necessary to provide world class customer service. The GSS Process Manager is expected to lead the business process lifecycle including continual improvement through an ongoing series of projects to implement needed processes and to upgrade existing processes.
Primary Responsibilities
- Consult with users and subject matter experts and management to maintain and create processes, procedures and policies.
- Provide leadership on the full lifecycle of business processes to include creation, maintenance, improvement, and removal of business processes.
- Partner with TS and other Process managers as needed.
- Work with program manager and Quality representatives on regular procedure reviews.
- Review documentation and changes made by others to make sure they follow documentation standards.
- Ensure that the processes, procedures and policies meet the requirements of ISO 9001.
- Maintain documentation system and update as needed for corporate changes.
- Manage improvement suggestion program.
- Maintain best practices documentation around wring processes, procedures, and policies.
- Host or facilitate process improvement events such as Kaizens.
- Maintain the Quality Newsletter.
- Provide regular reporting to management on the status of the systems.
- Communicate changes in processes, procedures, and policies to the organization.
- Teach and mentor the organization on how to write the procedures.
- Provide training on processes and procedures.
- Partner with training teams to ensure that training reflects processes and procedures.
- Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
- Performs other related duties as assigned.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Knowledge, Skills And Abilities
- Goal oriented with excellent analytical & written and verbal communication skills
- Ability to work across international boundaries, cultures and have a working knowledge of the TS industry maintenance practices
- The ability to communicate processes, procedures, and policies clearly.
- Work independently, which requires strong organizational skills and time management skills
- The ability to work with users, subject matter experts, and management on improving processes.
- The ability to visualize procedures and identify issues and interactions with other procedures and teams
- Ability to work within a team and share knowledge freely with peers
- Be able to lead others through overseeing and managing the process lifecycle as part of ensuring business readiness
- A Strong focus on quality and how it impacts customers.
Qualifications
- Bachelor’s degree or equivalent experience in communications required.
- 5+ years of process writing experience required.
- Preferably with some experience in customer support organizations
- Experience in ISO 9001:2015 environments preferred.
- Six Sigma Black belt or similar certification or experience in process management and improvement preferred.
- Some international travel required.
F5 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
The annual U.S. base pay range for this position is: $89,496.00 - $134,244.00
F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.
You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.
