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Process and Capability Analyst

Process and Capability Analyst

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Enterprise Support

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Cradlepoint's Process and Capability Manager focuses evolving our support processes and capabilities to assure we continue to help our partners and customer be successful.  We work to resolve the issues at hand but also to make sure customers are getting the maximum value from their Cradlepoint products, services and experiences.


You will report directly to the VP of Global Service and Support (GSS). You will be critical to the extension and progression of our global services and support strategy helping define and execute the future of our differentiated experience.  This includes working directly with the VP to monitor, refine, design and launch new support services. 


You will analyze current processes and tools to find opportunities of efficiency and customer experience improvements. Updating processes and standard methodologies as the organization evolves and grows and represent GSS in company wide projects, conveying supports requirements and processes to assure project success.


Participate in the ongoing design and growth of management systems and process for GSS. This includes analysis of current and historical trends and metrics resulting in transforming the support organization and the customer experience.


Facilitate the collaboration with Channel and Sales Management to understand the barriers to adoption of current service and support offerings, defining the road map of future offerings and working with Product management and marketing to launch new service and support offerings.


  • Represent and lead GSS on Cross-Functional teams that are delivering company wide product launches and other strategic initiatives
  • Lead the definition, design and implementation support processes and capabilities to enable company initiatives and GSS customer success strategies
  • Analyze GSS metrics and data to identify opportunities for process and or technology improvements within the group and between key internal partners (i.e. Product Management, Operations, and Engineering)
  • Work directly with the VP of GSS and leadership team to design, expand and lead the GSS support capabilities.
  • Expand the GSS Strategic Management System to assure team and internal partners interlocked, aware goals and progress and objectives are being accomplished


  • 6+years of experience in Consulting, Technical Project Mgt., or Global Services
  • Leadership ability, entrepreneurial attitude and standout colleague
  • Salesforce Sales and Service Cloud experience including reporting and dashboards.
  • Strong analytic capability; modeling and compiling data and analytics.
  • Experience with industry leading analytic tools (i.e. Qlik, Tableau)
  • Ability to gain leadership trust through competence relationship managing skills
  • Strong ability to prepare and present business cases and negotiate accordingly.
  • High quality written and verbal skills
  • Attested ability to lead complex processes and drive continuous process improvement
  • Excellent project management skills, including demonstrated ability to run projects across teams where influencing skills are required
  • Experience developing and maintaining positive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved
  • Highly motivated, with a strong sense of achievement and the willingness to both lead and participate in a dynamic team environment