Senior Director of Technical Support Operations
4 weeks ago
Job Description
Ignite Human Capital is seeking a highly skilled Senior Director of Technical Support Operations to lead our US 24-hour technical support team. This role is crucial in delivering a 5-star customer experience for our Diabetes operating unit.
Key Responsibilities:
- Provide strategic leadership for the US 24-hour technical support team and act as the Global Technical Support process owner.
- Foster a collaborative, customer-centric approach within the US and global teams.
- Develop and lead a lean Center of Excellence (COE) to harmonize systems, processes, and procedures globally.
- Collaborate with stakeholders (Marketing, Quality, R&D, Sales & IT) to align technical support strategies with business needs.
- Identify and integrate emerging trends and best practices in technical support.
- Oversee the deployment, maintenance, and enhancement of global technical support tools and technologies.
- Ensure secure, efficient, and consistent support processes and procedures.
- Develop cross-departmental feedback loops with Quality, R&D, Sales, and Customer Care teams.
- Define and monitor KPIs for technical support effectiveness and implement continuous improvements.
- Foster a culture of continuous learning and professional development within the technical support team.
- Collaborate to improve operational processes and reduce business costs.
- Meet/exceed Net Promoter Score targets.
Qualifications:
- Must Have:
- Bachelor's degree.
- Minimum of 15 years of relevant technical support/call center leadership experience, with 10+ years in managerial roles overseeing large teams.
- OR advanced degree with 13 years of relevant experience and 10+ years in managerial roles overseeing large teams.
- Nice to Have:
- Advanced degree.
- Call center leadership experience in regulated environments (medical device, healthcare, financial services).
- Experience with WFM best practices.
- Knowledge of Lean and Six Sigma methodologies (Green Belt project completed).
- Excellent leadership, team management, communication, and interpersonal skills.
- Experience with telephony platforms (NICE, Five9).
- Proven track record in building engaged, inclusive teams.
- Experience implementing global IT technical support systems.
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