Evaluate and understand current customer support needs, while also anticipating future needs and building long-term sustainable solutions
Drive continuous improvement of the customer experience through team, process and support tool development
Build strong cross-functional and matrixed relationships and collaborate with cross functional departments, teams, and others to ensure a positive customer experience
Manage and promote open and ongoing communication with commercial field operations teams in all geographic Regions
Sponsor, implement and manage process and productivity improvement programs

Minimum 5 years call center management experience or proven leadership experience, preferably leading a virtual team in a technical or customer care environment
Market and industry knowledge and awareness of trends associated with our customer’s environments to properly develop and deploy customer solutions
Excellent project management, organizational skills, attention to details, follow-through, and overall customer service skills
Demonstrate innovative thinking and thought leadership by developing departmental strategy that links to the overall company strategic direction
Strong people management experience (managed 5-8 direct reports, including managers) with demonstrated ability to train and develop others

Medical, dental, and vision plans – start when you start!
Life insurance (self, spouse, children)
Paid time off (vacation, holiday, and personal/sick days)
401(k)
100% company match starts day 1 of employment (up to 5% of eligible compensation)
Group Legal plan with Identity Theft Protection
Tuition reimbursement (up to $5,250 on 1st year)
Annual community support to various organizations across the U.S.
Associate recognition & awards programs
Advancement opportunities
Collaborative work environment

Director, Technical Care

Key skills