Senior Director of Technical Support Operations

1 month ago


Boerne, United States Ignite Human Capital Full time
Job Overview

The Senior Director of Call Center and Technical Support will play a crucial role in delivering exceptional customer experiences for the Diabetes operating unit. This leadership position oversees the strategy, service delivery, and quality for the US 24-hour technical support team, leading a Center of Excellence (COE) and serving as the global process owner for technical service.

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 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.

Requirements:

  • 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.

Pursue a career with Ignite Human Capital and take on this exciting opportunity to lead our technical support team to excellence.



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