Director Enterprise Customer Service

Role Overview Director of Customer Service responsible for leading a major transformation of the organization. Duties include rebuilding management structures, upskilling teams, improving customer relations, and enhancing collaboration with engineering and sales to support the GCS 2.0 operating model. Company Context Omnissa is a unified endpoint management and digital employee experience software company. The Global Customer Service (GCS) is transitioning to an AI‑first, proactive service model called GCS2.0, with WS1 as the critical L3 support engine. Key Responsibilities Own and execute the GCS2.0 transformation, including AI integration and partner governance. Rebuild management layers and establish a performance‑based operating cadence. Manage executive customer relationships and own the engineering interface. Influence cross‑functional teams without direct authority. Drive business outcomes with a P&L mindset and manage the service budget. Success Milestones 30days: Assessments and relationship building with key stakeholders. 60days: Performance management processes and operating cadence established. 90days: Management decisions underway and customer stabilization achieved. 6–12months: Service quality and technical capabilities improved with positive customer perception. Candidate Profile Business leader with 10+years in technical customer service and multi‑region transformation experience. Expertise in rebuilding management layers, managing escalations, and influencing cross‑functionally. Technical fluency in AI and modern service models. US citizenship and willingness to travel up to 30%. Preferred Qualifications Experience with two‑in‑the‑box leadership models. Background in enterprise SaaS and federal customer service. Experience driving AI‑driven service shifts and partner‑led delivery. Strong engineering relationships. Compensation & Benefits Base salary range: $148,000–$197,000 per year (geographically variable). Potential eligibility for a corporate bonus program. Benefits include employee ownership, health insurance, 401(k) with matching contributions, disability insurance, paid‑timeoff, and growth opportunities. Equal Employment Opportunity Omnissa is an Equal Employment Opportunity company and prohibits discrimination and harassment of any kind. The company is committed to a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, ancestry, ethnicity, nationality, gender, sexual orientation, age, disability, or any other protected status. Omnissa welcomes applicants of all ages and will provide reasonable accommodations to applicants and employees with protected disabilities. #J-18808-Ljbffr