- Lead, coach, and develop managers and leaders across Customer Support and Customer Solutions.
- Set the strategy and operating direction for North American Customer Support and Customer Solutions, supporting consistency across shared global processes.
- Oversee technical support operations, service delivery, workflows, service-level agreements, escalations, and operational performance.
- Establish and manage measures for customer satisfaction, backlog, service levels, utilization, capacity, quality, and efficiency.
- Identify recurring operational and customer challenges, address root causes, and implement scalable solutions.
- Use data and customer insights to identify trends and develop recommendations for investment, resource allocation, and business priorities.
- Evaluate and integrate AI-enabled tools and automation to improve productivity, work quality, scalability, employee experience, and service delivery.
- Partner with Product, Engineering, Sales, Customer Success, and Implementation to strengthen feedback loops, handoffs, escalation pathways, and the customer experience.
- Provide leadership during complex escalations, outages, and other high-impact customer situations.
- Partner with the Senior Vice President of Customer Operations on departmental planning, organizational capacity, and strategic initiatives.
LeadershipSalesforceTechnical support+1 more