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VMware Senior Manager, Delivery Operations (Customer Success) - Opportunity for Working Remotely in Boston, Massachusetts

At VMware, we are transforming to an even more customer-centric, cloud-ready company, which has resulted in a newly created and unified Customer Experience and Success Team. Our goal is to create an integrated and agile team that can deliver a best-in-class customer experience at scale, across our solution areas.

This role is on the Customer Success Strategy and Operations team. The mission of this team is to design, build and govern the Customer Success practice framework enabling delivery of customer outcomes with consistency, repeatability and for scale.

The Senior Manager, Delivery Operations will partner with stakeholders to build process and methodology that will make our business run smoother, quicker and smarter. They will design, implement and drive an operational model creating repeatable, standardized methods for the customer success field teams. They’ll provide regular and timely communication of project status and progress towards goals. They will be an amplifier of customer success best practices, possess strong problem-solving skills and thrive in a complex environment.

This role will ideally be in the eastern US time zone

The immediate focus for this role will be designing methodology for collaborative customer Success Planning across teams and offerings. This role will also support our large-scale training programs, influencing overall content strategy, speaker identification and content cohesion.

What is in it for you?

  • You'll be a key member of the VMware team that has built a rare business environment -- one of energy, creativity, collegiality and collaboration.

  • You will join an atmosphere that is fun, casual and inviting. In keeping with VMware's roots as a successful entrepreneurial, start up.

  • You will have the opportunity deliver impactful results to the Customer Experience team while building your skillset and experience.


  • 12-15 years professional experience with at least 5-7 years of proven success in customer/sales operations role in SaaS software and technology environment

  • Excellent oral and written communication skills

  • Strong stakeholder management and interpersonal skills

  • Ability to build consensus, create momentum, work cross-functionally with other departments and varying levels of management

  • Proven success in defining and documenting efficient and scalable solutions

  • Detail oriented, self-motivated and driven team player who can work with minimal supervision

  • Demonstrated agility to work in a fast-paced and ever-changing environment, prioritizing and meeting deadlines

  • Experienced with Gainsight, Excel, Salesforce and able to adapt to new technologies

  • Great with PowerPoint

  • Models VMware’s EPIC2 values and leads through our Leadership code

  • Bachelor’s degree required


This job requisition is not eligible for employment-based immigration sponsored by VMware

Category : Business Strategy and Operations

Subcategory: Business Operations Analyst

Experience: Business Leadership

Full Time/ Part Time: Full Time

Posted Date: 2021-02-18

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.