Senior Director of Global Enterprise Support

3 weeks ago


Los Angeles, California, United States Fox Full time
Job Summary

We are seeking a seasoned Senior Director of Global Enterprise Support to manage our internal Technical Global Call Center and Service Desk Operations, AV and VIP White Glove Services across the company. This leader will play a critical role in enhancing customer experience, reducing operational costs, and ensuring seamless Omnichannel service delivery across a global footprint.

Key Responsibilities

Build, mentor, and manage a high-performing customer success team, fostering a culture of excellence, collaboration, and accountability.
Develop and implement strategies to enhance the overall customer experience, driving operational improvements and performance enhancements, elevating service levels and reducing response times globally.
Analyze customer feedback and data to identify trends and areas for improvement, overseeing the development and execution of customer service policies and procedures.
Monitor key performance indicators related to customer satisfaction and SLAs, managing budgets and forecasting related to customer experience initiatives and projects.

Requirements

Experience in global call center and service desk operations, with experience in a leadership position, driving operational improvements, customer satisfaction, and efficiency in large-scale, global organizations.
Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers, demonstrated experience in developing and executing customer success strategies that drive measurable results.
Proficiency in customer success software and tools, CRM systems, and data analysis platforms, extensive experience with ServiceNow, including integrations with other applications, workflows, and service management.
Strong familiarity with Slack BOT functionality, task automation, and creating custom workflows, expertise in introducing and scaling automation tools and AI-driven technologies in service desk and call center environments.
Strong data-driven decision-making skills, with experience using analytics to optimize performance and service delivery, excellent communication and stakeholder management skills, with the ability to collaborate across departments and regions.

What We Offer

We offer a competitive salary range of $161,500.00-230,000.00 annually for California, an annual discretionary bonus, various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.

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