Responsable, Gestion des Effectifs, Opérations

Sr. Field Technical Program Manager, Forward Deployed Engineering - Canada

Databricks

CSQ327R209 SR. FIELD TECHNICAL PROGRAM MANAGER, FORWARD DEPLOYED ENGINEERING - CANADA At Databricks, our core principles are at the heart of everything we do; creating a culture of proactiveness and a customer-centric mindset guides us to create a unified platform that makes data science and analytics accessible to everyone. We aim to inspire our customers to make informed decisions that push their business forward. We provide a user-friendly and intuitive platform that makes it easy to turn insights into action and fosters a culture of creativity, experimentation, and continuous improvement. You will be an essential part of this mission, using your technical expertise to demonstrate how our Data Intelligence Platform can help customers solve their complex data challenges. You'll work with a collaborative, customer-focused team that values innovation and creativity, using your skills to create customized solutions to help our customers achieve their goals and guide their businesses forward. Join us in our quest to change how people work with data and make a better world! As a Sr. Field Technical Program Manager at Databricks, you will be a key driver in our Forward Deployed Engineering team's mission to accelerate and de-risk customer outcomes. Your role is central to achieving project goals and maintaining exceptional customer satisfaction, particularly within our Canadian customer base. While you are not expected to have hands-on coding experience, your technical acumen and strategic influence will be critical for guiding complex engagements to success. You will work closely with cross-functional teams to deliver excellence at every stage. THE IMPACT YOU WILL HAVE * Be responsible for the successful delivery of our most complex customer engagements by providing technical leadership and guidance to the implementation team. * Guide technical teams through key architectural decisions, helping them navigate trade-offs between established and innovative approaches. * Proactively identify and mitigate technical risks and dependencies that could impact project timelines and goals. * Individually deliver on commitments by producing high-quality deliverables, status reports, program plans, and customer responses that require minimal rework. * Effectively manage all aspects of a program, including scope, schedule, budget, risk, and resources, with a focus on technical complexity. * Act as the primary point of escalation for customers regarding technical delivery issues and, as needed, escalate to other parts of Databricks for rapid resolution. * Build trust and credibility with technical teams and stakeholders by clearly articulating Databricks’ vision and solutions and facilitating productive, goal-oriented meetings. WHAT WE LOOK FOR * Technical Acumen & Decision Making: A proven ability to stay current on technology trends and make sound technical decisions without being a hands-on coder. * Program & Project Management: Experience managing large, complex engagements and mitigating unexpected technical challenges. Familiarity with managing the trade-offs between scope, budget, and timeline. * Communication & Leadership: Excellent communication, negotiation, and conflict resolution skills. A track record of influencing technical teams and effectively tailoring messages for different audiences, from engineers to executives. * Experience with BI, data management, and big data technologies is preferred. * Proven ability to multitask and manage multiple engagements while delivering a high level of customer satisfaction. About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook. Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here. Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.

Senior Service Recovery Specialist

Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join:  Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company’s innovative spirit, and our fast-moving team is committed to leading as a 21st-century company. The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and are looking for someone to help us deliver best-in-class services to our community. The Service Recovery team is passionate about delivering unparalleled services to our hosts and guests, ensuring they feel supported in the rare event that something goes wrong. We are responsible for fulfilling this bold vision: "We design and deliver unmatched products and services so everyone can host and travel with confidence." The Difference You Will Make: * You have mastered the core responsibilities of Service Recovery and consistently deliver exceptional service quality across all cases. * You handle complex and ambiguous cases with a high degree of independence and minimal supervision. * You understand and apply Airbnb’s policies and processes at a deep level, including their implications across all AirCover products and their broader impact on Airbnb. * You navigate complex case resolutions effectively, knowing who to go to for what and stepping outside of normal processes when necessary. * You are a bar raiser for high-quality case handling, customer mediation, conflict resolution, and customer experience excellence. * You demonstrate thought leadership in service recovery, proactively identifying operational gaps and influencing strategic improvements. As a Senior Service Recovery Specialist at Level 7, you will take ownership of high-stakes, high-visibility cases, providing expert-level resolution while influencing broader process and policy improvements. You will act as a trusted leader within the team, mentoring others and proactively identifying areas where Airbnb can enhance its service experience. A Typical Day:  Advanced Case Handling & Escalation Management * Independently manage high-profile casework with escalation factors. * Handle severe escalations (Life Safety & Severe Safety) with supervision. * Work on Executive Escalations, SOS, CCT, and VIP cases with minimal supervision. * Own high-profile media/press cases, balancing reputation risk and policy enforcement. * Manage regulatory cases, ensuring compliance and accurate documentation. * Handle high-GBV ($12K–$50K) reservation-related cases, requiring strong mediation and negotiation skills. * Serve as the first line of support for complex cases, coordinating with specialized teams in the backend. Strategic Influence & Leadership * Act as a bar raiser for service recovery excellence, setting the standard for complex, nuanced case resolution. * Mentor and guide L6 specialists, providing insights on handling difficult cases and delivering a 10-star service experience. * Proactively identify workflow inefficiencies and contribute to process and policy improvements. * Influence a high-performance culture by setting an example in problem-solving, decision-making, and execution. * Lead by example in conflict resolution, handling cases involving multiple stakeholders with confidence and diplomacy. Data-Driven Insights & Continuous Improvement * Conduct root cause investigations, identifying systemic issues and driving preventative measures. * Leverage data and analysis to propose solutions aligned with business priorities. * Support project initiatives, SME requests, and case consults, contributing to the team’s broader strategic objectives. * Compile After Action Reviews, providing structured insights into high-profile cases to drive continuous improvement. * Serve as a trusted resource for hospitality standards, influencing broader service expectations within Global Operations. Cross-Functional Collaboration & Influence * Build trusted relationships with internal and external stakeholders, effectively navigating cross-functional dependencies. * Guide conversations skillfully towards win-win resolutions for customers, Airbnb, and internal teams. * Adapt communication style based on audience, ensuring clarity and understanding across diverse stakeholders. * Explain and simplify complex policies and processes to ensure buy-in and alignment. * Participate in high-impact projects requiring cross-functional collaboration and leadership. Your Expertise: * 1-year minimum tenure in L6 Service Recovery role, with promotion eligibility at 18–24 months based on performance. * Proven mastery of L7 competencies and demonstrated progress towards L8 competencies. * A track record of high-quality case handling, customer mediation, and resolution of complex, high-risk cases. * Ability to balance customer experience, risk mitigation, and business impact in decision-making. * Comfort in dealing with conflict, difficult situations, and high-stakes decisions with confidence and integrity. * Strong problem-solving and critical thinking skills, with an ability to make decisions based on available information and company policies. * Demonstrated ability to mentor and influence others, fostering an inclusive and high-performance team culture. * Excellent time management, negotiation, and conflict resolution skills. * Ability to proactively identify and resolve operational issues, preventing escalations before they arise. Preferred Expertise: * 4+ years experience in high-touch customer service, risk, or service recovery roles. * Experience managing high-value and high-risk cases, including fraud prevention, safety, and regulatory issues. * Strong analytical mindset with experience in reporting, data analysis, and case documentation. * Demonstrated ability to lead projects, assignments, and process improvements involving multiple stakeholders. * Ability to drive service excellence, influencing both policy and process improvements at an organizational level.   Your Location: This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. ---------------------------------------------------------------------------------------------------------------------------------- We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer.  This role is for an existing vacancy within the organization.

Manager, Cyber Risk Advisor - Managed Risk

Sophos

About Us Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.   Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.   Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. Role Summary The Manager, Cyber Risk Advisor is a senior-level individual who combines deep technical expertise in exposure management with hands-on people leadership. Reporting to the Director of Operations, this role is responsible for delivering an exceptional managed service experience to a portfolio of customers while also mentoring and day-to-day managing a team of Cyber Risk Advisors. On the technical side, you will lead complex advisory engagements, interpret vulnerability and attack surface data, and provide prioritized, context-driven remediation guidance that drives measurable risk reduction. On the people side, you will coach team members, oversee workload distribution, conduct regular 1:1s, contribute to hiring, evaluate performance and act as an escalation point for both customers and colleagues. Strong communication skills are essential — you will be equally comfortable presenting to a CISO and diving into raw scan data with an IT team.