OMAR ZAHID
Austin,TX
Summary
Senior leader with ~15 years experience building and leading highly functioning teams. Recognized for driving global AI adoption, operational excellence, and cross functional leadership in technical customer support.
Overview
14
14
years of professional experience
Work History
Senior Enterprise Support Manager - Jira
Atlassian
Austin, TX
08.2021 - Current
- Leading the US/AMER region's Jira support engineers. Perform executive level escalations, collaborating with the development and engineering teams.
- Lead Support driven AI initiatives aligned with key OKRs successfully, working globally across products contributing to operational cost avoidance of ~$10.5 Million in FY25. Targeted to save over ~$20 Million in FY26.
- Support point of contact for all related AI initiatives, across Jira, DevTools, and Confluence products, driving AI adoption across the business. These efforts are an important contributor to efficiency and optimization projects to reduce COGS.
- Developed training programs for new hires, improving onboarding efficiency.
- Monitored and reported on organization performance metrics, providing monthly/quarterly/yearly business reviews, ensuring alignment with organizational goals and standards.
Technical Support Manager
WP Engine
Austin, TX
06.2016 - 08.2021
- Led technical support team to enhance customer satisfaction and resolution times. Providing the best in managed WordPress hosting.
- Owner/driver in launching the first official Quality Program within the Support Department (planned and implemented with stakeholders, providing scalable measures of quality assurance and accountability/growth).
- Assistant Site Lead for WP Engine Domain office, ATX (2019-2020).
- Served as an escalation point for SMB/Premium/Enterprise customers.
- Continuous collaboration with various departmental Managers and Directors to improve customer experience.
- Helped to promote an unrivaled quality of work life culture.
Frontline Support Director
Hostgator.com
Austin, TX
06.2015 - 06.2016
- Responsible for overseeing HostGator's largest department and ~10 Mangers/Supervisors in the Austin location.
- Collaborated with various department Directors to determine and implement specific technical needs, setting priorities of the organization specifically to frontline support.
- Led and contributed to an expanding knowledge base of technical solutions, ensuring that the organization's frontline infrastructure maintained high efficiency and productivity.
Technical Support Supervisor
Hostgator.com
Austin, TX
12.2012 - 06.2015
- Led a team of ~20+ employees, helping streamline efficiency and productivity within the company's largest department.
- Managed employees to help facilitate their skills and technical growth. Provided insight to nurture development within the company and recommend promotions for proven agents.
- Worked directly with clients on escalations, for complex issues/complaints to ensure they left satisfied.
- Completed daily organization and operational tasks including the managing of employee timecards, assessing performance and providing evaluations, and conducting terminations.
Junior Administrator Level 1 & 2
Hostgator.com
Austin, TX
04.2012 - 12.2012
- Specialized in customer service troubleshooting for technical website issues.
- Assisted with pre sales questions from potential clients in order to facilitate new customer signups for web hosting packages.
- Shadowed other agents to provide direction and help improve their statistical ratings.
Education
Bachelor of Science - Business Management
Bauer College of Business, University of Houston
Houston, TXSkills
- Outcome and Strategy Driven Operator
- Cross Functional Leader and Team Builder
- Team Management, Driver of OKR's
- Business Development
- Strategic Planning
- Ownership of AI initiatives
- Change Leader and Culture Carrier
- Customer Centric Business Leader
Timeline
Senior Enterprise Support Manager - Jira
Atlassian
08.2021 - Current
Technical Support Manager
WP Engine
06.2016 - 08.2021
Frontline Support Director
Hostgator.com
06.2015 - 06.2016
Technical Support Supervisor
Hostgator.com
12.2012 - 06.2015
Junior Administrator Level 1 & 2
Hostgator.com
04.2012 - 12.2012
Bachelor of Science - Business Management
Bauer College of Business, University of Houston