Director- Customer Support Operations - Remote

Overview

The Director of Support Operations is responsible for ensuring that our organization consistently delivers an outstanding support experience. This role will manage the Voice of Customer (VoC) program and Customer Satisfaction (CSAT) metrics, track key performance indicators to ensure our operational and customer satisfaction targets are met, identify opportunities for process improvement and participate in their implementation, and manage goals, processes, and business KPIs to align performance of the global team to business outcomes.

In Short

• Collaborate with support managers to develop, implement, and improve an enterprise-wide knowledge development and management strategy across all support functions.
• Build strategic relationships across business lines; be a subject matter expert and change ambassador.
• Accountable for the success of direct reports, providing coaching and mentorship.
• Manage the complexities of business operations and direct focus for improvements.
• Communicate department strategy to executive management and key stakeholders.
• Develop and manage KPIs related to team performance and client success.
• Ensure the Support Operations department has necessary resources and tools.
• Manage the Voice of Customer (VoC) program to gather and analyze customer feedback.
• Oversee Customer Satisfaction (CSAT) metrics and implement strategies for enhancement.
• Document processes and ensure adherence across the support team.
• Monitor case and call quality for high standards of support delivery.
• Drive continuous improvement initiatives for operational efficiency.

Requirements

• Bachelor’s degree in computer science or related field – or equivalent.
• 5+ years in leading a technical team and/or service delivery in a software company.
• 10+ years in a technical or service delivery role.
• Professional experience in a software development company.
• Experience with ITIL and Knowledge Centered Service methodology.
• Strong organizational/collaborative leadership and change management experience.
• Ability to convey and implement a vision for the department.

Benefits

• Confidentiality of information according to EEO guidelines.
• Equal employment opportunities for all applicants.
• Commitment to ADA standards for recruiting and hiring.