Vice President of Global Customer Support

Vice President of Global Customer Support

About the Company

Internationally renowned travel management company

Industry
Leisure, Travel & Tourism

Type
Privately Held

About the Role

The Company is seeking a VP of Global Customer Support to lead the establishment of a new, centralized customer support organization. This organization will be responsible for providing high-quality, efficient, and effective support to a diverse range of global, multi-national, and local customers. The VP will define the organization's structure, scope, and operating model, as well as develop a new customer engagement model for product and service support. A key aspect of the role is to ensure that the services provided meet the varied needs of the company's global client base, including bespoke service models for large clients and tailored support for smaller, local clients. The VP will also be tasked with implementing a comprehensive change management plan and providing leadership to a high-performing, global team. Candidates for the VP of Global Customer Support role at the company should have a minimum of 10 years' senior management experience in service and technology support, with a strong preference for those with a background in the travel industry. The role requires a leader with a proven track record in managing complex global change projects, strong relationship and stakeholder management skills, and the ability to partner with operational and sales teams to develop win/win solutions for customers. The ideal candidate will have experience in a large, global matrix organization, the ability to lead and engage employees in a virtual environment, and a Bachelor's degree (MBA desirable). The VP will be expected to ensure that the customer support organization operates in line with the company's policies and procedures, industry requirements, and contractual agreements, and to contribute to the company's leadership on a global scale.

Functions

• Operations