Director, Customer Support Escalation Center (Contract - until August 2027)

2 мес. назад

RomaniaEuropeDirectorHybrid

Lead and develop strategy for the Global Customer Support Escalation Center, focusing on service improvement and operational excellence.

Требования

Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.
In all we do, our six guiding principles light the way:
Step Up: Dare to go beyond the expected to achieve greatness. #StepUp
One Team: Make a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies
 
 Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
#LI-IA #LI-Hybrid

Другое

We’re looking for a Director, Customer Support Escalation Center to help us develop and execute on a comprehensive, customer-first strategy and approach to our Global ’s Customer Support Escalation Center. Reporting to the Vice President, Customer Support, you’ll plan, organize, monitor, track and report on the service levels delivered by the escalation center. In this role, you will be accountable for continuous service improvements to the escalation center operational framework and  improve ’s ability to effectively service our customers. In this role, you will partner with a wide range of stakeholders, including senior leaders to deliver an exceptional customer support experience. In line with 's distributed workforce strategy, our flexible work arrangeme
Develop strategies, enhance performance, and foster alignment of objectives within the Customer Support Escalation Center. This involves overseeing the global bug and incident management process, advanced technical and 24x7 on call Business Critical Support  process.Establish and operationalize high levels of customer service standards. Develop and implement systems, processes and people to  consistently deliver services that are  tied to organizational strategies and KPI’s. Drive continuous improvement through anticipating growth, identifying gaps, and offering proactive guidance to minimize potential risks to our customers.
Build robust cross-functional connections among the Customer Office, Revenue, Product, and Development leadership to tackle intricate escalated bugs and incidents, eliminate customer pain points, and suggest methods for alleviating customer experience issues and enhancing outcomes via insights from escalations and root cause analysis.
Hire, lead, and develop a team of high performing, ‘customer first’ focussed leaders and escalation specialists through coaching, mentorship, and continuous learning, ensuring alignment to the and Customer Support business strategy and goals as well as ’s commitment to Diversity, Equity, and Inclusion.
Serve as a positive, dynamic leader that displays the best work ethic, creative problem solving skills, positive attitude, and a team-oriented proactive approach, while sharing best practices and coaching on strategy.
Establish and maintain high standards of security, reliability, scalability, performance, and quality in all the Escalation Centers standard operating procedures.
Extensive years of experience in technical, product, or operational support (preferably SaaS) 8+ years experience in leadership managing multi-site, geographically dispersed teams.
Understanding of product and software development processes and workflows 
Proficiency with Salesforce Service Cloud (preferred). Jira, Confluence, browser dev tools, and application logs: Sumologic an asset.
Demonstrated ability to evaluate team performance and drive continuous improvement, including leveraging AI tools to advance efficiency and operational gains. Proven ability to rapidly absorb technical information and develop others through mentorship, training, and capability building.
Strong stakeholder influence and interpersonal skills across cross-functional partners.
Accountability: holds self and others accountable to meet commitments 
Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs 
Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our  Careers Privacy Policy.