Senior Director, Engagement Services

Why join us? 

We're on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.  
 

At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What's more, you'll be part of a work culture where collaboration is the norm and individuality is welcomed. 

As a member of our team, you'll have the power to make it happen. You'll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers' lives. 

Position Overview

The Senior Director, Engagement Services is a key leadership role responsible for overseeing the Sales Enablement, Technical Support, and Learning & Development functions across North America. This individual will ensure exceptional experiences for recommenders, partners, and institutional clients across all touchpoints. This individual will lead the development and execution of engagement strategies that enhance satisfaction, promote loyalty, and drive growth for our product lines. The role requires a data-driven leader with a deep understanding of recommender dynamics. 

This leader will cultivate a forward-thinking culture, champion change in organizational thought processes, to create operational efficiencies by driving continuous improvement that supports team development and Talent Development (TD) growth. The role demands both strategic vision and hands-on execution, with a deep commitment to collaboration, innovation, and exceptional service delivery.

Key Responsibilities

Strategic Leadership & Vision

• Develop and implement a strategic roadmap for Engagement Services , including clear milestones, KPIs, and deliverables aligned with corporate goals.
• Lead initiatives that enhance customer-centric experiences across all engagement touchpoints—ensuring seamless and consistent interactions.
• Drive innovation in tools, processes, and approaches, challenging legacy thinking to foster a progressive mindset that supports evolving business needs.

Organizational Collaboration

• Partner cross-functionally to support and align with corporate initiatives, ensuring Engagement Services contributes to and reinforces enterprise-wide strategies.
• Actively participate in strategic planning, including quarterly roadmap reviews and priority-setting for the North America region.
• Scale engagement initiatives in a high-growth environment, ensuring programs are future ready

Team Development & Talent Growth

• Lead and develop high-performing teams across sales support, tech support, and learning functions.
• Strengthen the Talent Development (TD) pipeline by embedding structured coaching, development plans, and career progression opportunities.
• Foster a growth-oriented, inclusive culture that values continuous learning and team accountability.
• Collaboration with HR and Market Leadership to develop national talent

Customer Experience & Operational Excellence

• Monitor and analyze KPIs across Engagement Services, using data insights to identify trends, risks, and opportunities.
• Leverage customer relationship management (CRM) tools, patient portals, and engagement platforms to personalize experiences and optimize customer journeys.
• Oversee the quality, effectiveness, and consistency of learning programs—both internal and external—to ensure they support business priorities and elevate the customer experience.
• Implement improvements based on customer feedback and performance data to continuously raise service standards.

Learning as a Value Driver

• Position learning as a core element of TD's value proposition, integrating educational strategies into product and service offerings.
• Ensure learning delivery is impactful, targeted, and drives measurable outcomes for both customers and internal teams.

Community & Market Engagement

• Build awareness and deepen community connections among users, recommenders, influencers, partners and academic institutions.
• Identify and activate new methods to expand reach—with recommenders particularly not limited at universities.

Risk & Compliance Oversight

• Review and enforce data privacy policies, and all Medicare, Medicaid requirements ensuring compliance with all relevant regulations and best practices.

Minimum Qualifications

Education & Experience

• Bachelor's degree in Business Administration, Education, or related field (or equivalent experience).
• 10+ years of relevant experience in durable medical equipment, customer engagement, or support services.
• Minimum of 5 years in a leadership role with cross-functional oversight in fast growing environment
• Familiarity with healthcare compliance standards (HIPAA, CMS guidelines, etc.)

Skills & Competencies

Leadership & Strategic Thinking

• Visionary with the ability to influence culture and lead positive change.
• Resilient and adaptable, with a focus on long-term impact.
• Decisive and confident in navigating complexity and ambiguity.

Communication & Collaboration

• Exceptional communication and presentation skills.
• Strong ability to build relationships and influence across levels and functions.
• Collaborative mindset with a commitment to enterprise-wide alignment.

Technical Proficiency

• Strong skills in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) including communication tools.
• Skilled at using data tools and reporting dashboards to inform strategy and measure performance.

Work Environment & Travel

• Standard office-based role; prolonged desk work may be required. 2-3 days a week in Pittsburgh office.
• Moderate noise level in the working environment.
• Domestic and international travel required up to 20%.

Apply today 

We believe in empowering individuals - including our own employees - to reach their full potential. So, if you want to change lives while growing your own career, we'd love to hear from you.