Senior Leader, Contact Center & Product Support Operations

Inspiren is at an inflection point. We are scaling rapidly, expanding into new businesses and adjacent markets, and raising the bar on how we proactively serve and enrich customer experiences. This is a senior leader who will define what a world-class contact center looks like for a company that sells and operates systems (hardware & software) in the senior living space, at scale.

This leader will inherit a foundation of an existing product support capability which focuses on resolving customer issues and build significantly beyond this. That means getting ahead of issues before they surface, driving solutions to our products to mitigate customer concerns, scaling operations for new and complex environments, and bringing a strategic perspective to a function that touches all aspects of the company. This role reports directly to the COO and is a critical executive hire to the next phase of the company.

What You'll Do

• Own the support function end to end. Set the strategy and vision for product support across Inspiren's hardware and software ecosystem. Define the metrics that matter, build the infrastructure that links across our corporate systems and scales, and drive the cross-functional relationships that turn support insights into upstream improvements.
• Build for new business. Design and build the operational backbone for Inspiren's expansion into new markets and care settings. This includes standing up a world class contact center operations from scratch: call routing logic, triage workflows, and escalation protocols for environments with centralized on-site support and routing. You will architect the systems that make this work reliably and at scale.
• Get ahead of problems before they occur. Use systems performance and failure data to identify patterns, anticipate issues, and drive proactive action. Establish the monitoring and alerting infrastructure that shifts the team from reactive response to early detection.
• Implement AI and automation meaningfully. Be the thought leader on leveraging AI in the next evolution of contact center operations, including agentic-AI, to automate customer service, enhance agent productivity, analyze interactions in real-time, while increasing the overall efficacy, accuracy, and efficiency of all contact center workflows and systems.
• Be a strategic voice at the leadership table. This role is not just about running a team well. It requires understanding the why behind the work, translating operational signals into business insight, and helping shape how Inspiren thinks about the customer experience at scale. This is especially critical in how we balance customer needs to customer wants and how such voices are being translated back into product development and enhancement.
• Lead and develop a high-performing team. Build capacity through coaching, clear ownership, and a culture of operational excellence. Raise the bar across the organization.

About You

Must have:

• 10+ years in Customer Service, Contact Center Operations, Product Support Operations, or a related function, with 5+ years in a senior leadership role
• Experience building and leading support at a world-class company where hardware and software are inseparable
• Experience standing up or running contact center or call center operations, including call routing, triage, and escalation management
• A track record of implementing AI and automation into support workflows: not evaluating vendors, but shipping and operating
• Proven ability to lead a function through transformation; you have taken something that worked at one scale and rebuilt it for the next
• Strong strategic instincts; you understand the why, you use data to drive upstream change, and you know how to bring leadership along

Nice to have:

• Experience in a start-up environment and large-multi-national companies: understand what good looks like but comfortable driving work in a hyperscaling environment.
• Background in a consumer, customer-centric environment where contact center success directly impacts company brand.