Senior Director of Technical Support Operations

4 weeks ago


Boerne, United States Ignite Human Capital Full time

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.

  • Technical Director

    4 weeks ago


    Boerne, Texas, United States ClinDCast Full time

    We are seeking a Technical Director to lead our technical team and oversee all technical aspects and technological resources of the organisation.The ideal candidate will have a strong technical background, excellent project management skills, and the ability to mentor and guide a team of engineers and developers.Key Responsibilities:This individual will be...

  • Finance Director

    4 weeks ago


    Boerne, Texas, United States Keller Executive Search Full time

    Job Title: Finance DirectorJob Summary:We are seeking a highly skilled Finance Director to join our team at Keller Executive Search. As a Finance Director, you will be responsible for overseeing all financial aspects of the organization, providing strategic financial insights and guidance to senior management, and ensuring compliance with financial...

  • Finance Director

    1 month ago


    Boerne, Texas, United States Keller Executive Search Full time

    About the CompanyKeller Executive Search is a leading business consulting firm dedicated to helping organizations optimize their performance and achieve sustainable growth. We are seeking a highly skilled and experienced Finance and Operations Director to join our team and play a pivotal role in shaping the company's financial strategy and operational...


  • Boerne, United States MbSolutions Inc Full time

    Job Title: Senior Structures and Mechanisms EngineerWe are seeking a highly skilled Senior Structures and Mechanisms Engineer to join our team at MbSolutions Inc. This is an exciting opportunity to work on a critical component of the Earth to Moon mission, where you will have a significant impact on the project's success.Key Responsibilities:Provide...

  • Tax Director

    3 weeks ago


    Boerne, Texas, United States Keller Executive Search Full time

    Our client, a leading accounting and financial advisory firm, is seeking a highly experienced Tax Director to lead their tax compliance, planning, and strategy efforts. As a key member of the senior management team, you will work closely with other departments to ensure tax compliance, minimize tax liabilities, and identify tax planning opportunities.Key...


  • Boerne, Texas, United States Sonora Bank Full time

    Job Title: Senior Financial AnalystReports to: CFOLocation: Boerne, TXSUMMARYThe Senior Financial Analyst at Sonora Bank plays a vital role in the Finance & Accounting department by producing and delivering accurate, timely, and actionable financial analysis to senior management. This position involves close collaboration with the Chief Financial Officer and...

  • Program Director

    1 month ago


    Boerne, United States ClinDCast LLC Full time

    Job OverviewClinDCast LLC is seeking a seasoned Program Manager to oversee and manage multiple projects within a program, ensuring successful delivery, on-time and within scope. This role involves coordinating cross-functional teams, managing resources, and ensuring alignment with strategic business objectives.Key ResponsibilitiesOversee multiple project...


  • Boerne, United States Keller Executive Search Full time

    At Keller Executive Search, we are currently assisting our client in their search for an experienced Assistant Director of Finance to join their team. As the Assistant Director of Finance, you will be responsible for overseeing the financial operations of the organization and providing strategic financial guidance to senior management. About Company: Our...


  • Boerne, United States Keller Executive Search Full time

    At Keller Executive Search, we are currently assisting our client in their search for an experienced Assistant Director of Finance to join their team. As the Assistant Director of Finance, you will be responsible for overseeing the financial operations of the organization and providing strategic financial guidance to senior management. About Company: Our...


  • Boerne, United States Cadence Education Full time

    Mini Texans, part of the Cadence Education family, is currently seeking a Preschool Assistant Director to bring your love of children and past experience in childcare, daycare or early childhood education to our team of kind, caring Teachers and staff. At Cadence Education, our mission is to create bright futures for children, families, employees and our...


  • boerne, United States Cadence Education Full time

    Mini Texans, part of the Cadence Education family, is currently seeking a Preschool Assistant Director to bring your love of children and past experience in childcare, daycare or early childhood education to our team of kind, caring Teachers and staff. At Cadence Education, our mission is to create bright futures for children, families, employees and our...


  • Boerne, Texas, United States Senior Helpers Full time

    Are you a compassionate caregiver looking for a fulfilling career? Senior Helpers is seeking a dedicated individual to join our team as a Personal Care Assistant. As a member of our team, you will have the opportunity to make a meaningful difference in the lives of seniors in your community.Key Responsibilities:Providing personal care and support to clients...


  • Boerne, Texas, United States Archdiocese of San Antonio Full time

    About the Role:The Director of Advancement is a key member of our team at the Archdiocese of San Antonio, responsible for promoting the mission and values of our organization through strategic marketing and communications efforts.Key Responsibilities:Develop and implement a comprehensive marketing and communications strategy to promote the school and its...

  • Tax Director

    3 weeks ago


    Boerne, United States Keller Executive Search Full time

    Our client, a large accounting and financial advisory firm, is currently seeking a Tax Director. As the Tax Director, you will be responsible for managing and overseeing the company's tax compliance, planning, and strategy. You will work closely with senior management and other departments to ensure tax compliance, minimize the company's tax liabilities,...


  • Boerne, Texas, United States Archdiocese of San Antonio Full time

    Job TypeFull-timeDescriptionEmployment Status: Full-timeFLSA Status: Non-exemptFull-time Benefits may include: Paid Holidays/Holy Days, 403b Retirement, 401 (a) Pension Plan, Medical, Dental, Vision, Life, Employee Assistance Program, Short-term/Long-term Disability. *Benefits may vary based on employment status and location.Summary: The Director of...


  • Boerne, Texas, United States SEnergy Full time

    Job Title: Senior Power Electrical EngineerWe are seeking a highly skilled and experienced Senior Power Electrical Engineer to join our team at SEnergy. As a key member of our engineering team, you will be responsible for leading the design, development, and implementation of electrical power systems for our clients.Key Responsibilities:Lead a team of...


  • Boerne, United States ClinDCast LLC Full time

    Job Title: Senior Frontend DeveloperJob Description:At ClinDCast LLC, we are seeking a highly skilled Senior Frontend Developer to join our team. As an Angular Application Specialist, you will be responsible for developing user interfaces for modern rich internet applications using the latest front-end technologies. Your expertise in Angular, including...

  • Technical Sales

    2 weeks ago


    Boerne, United States Oil Filtration Systems® Full time

    Technical Sales and Service CoordinatorWho We AreOil Filtration Systems® joined Clark-Reliance® in 2010. OFS has become the leader in innovation related to oil and fuel filtration products manufacturing. We have accomplished this by focusing on our customer's needs and requirements. Our triumphs have been made possible by our dedicated, highly qualified...

  • Technical Sales

    1 week ago


    Boerne, United States Oil Filtration Systems® Full time

    Technical Sales and Service CoordinatorWho We AreOil Filtration Systems joined Clark-Reliance in 2010. OFS has become the leader in innovation related to oil and fuel filtration products manufacturing. We have accomplished this by focusing on our customer's needs and requirements. Our triumphs have been made possible by our dedicated, highly qualified and...

  • Technical Sales

    2 weeks ago


    Boerne, United States Oil Filtration Systems® Full time

    Technical Sales and Service CoordinatorWho We AreOil Filtration Systems® joined Clark-Reliance® in 2010. OFS has become the leader in innovation related to oil and fuel filtration products manufacturing. We have accomplished this by focusing on our customer's needs and requirements. Our triumphs have been made possible by our dedicated, highly qualified...