Support Experience Manager

The Support Experience Lead will play a pivotal role in transforming Mirion's global customer support into a unified, proactive, world-class experience engine. Reporting to the Director of Customer Experience, you will act as a servant leader, partnering closely with existing support teams across Mirion's various business units (Technologies, Dosimetry Services, Capintec, ec2, etc.) to identify, standardize, and elevate best practices. You will own the roadmap and execution of digital self-service initiatives (knowledge base, customer portal, intelligent routing, chat/automation) while driving consistent processes, tools, and performance standards that deliver 90+ CSAT and measurable reductions in support costs and escalations.

This is a hands-on leadership role focused on unification, standardization, and digital innovation, building bridges across support organizations to create a "One Mirion" support experience that strengthens customer loyalty and supports revenue growth.

Key Responsibilities

• Conduct a comprehensive audit of current support operations (processes, tools, metrics, team structures) across all business units and regions to identify gaps, inconsistencies, and best practices.
• Act as servant leader and internal consultant: partner with regional and divisional support leaders to unify standards for response times, first-contact resolution, service recovery, escalation paths, and professionalism.
• Develop and implement a Global Support Playbook, consisting of standardized processes, scripts, SLAs, and quality frameworks adopted across the enterprise.
• Lead the design, roadmap, and execution of digital self-service capabilities to achieve ticket deflection and improved CSAT.
• Lead the evaluation and deployment of conversational analytics across support, services, and commercial operations teams.
• Drive adoption of modern support technologies (intelligent routing, skills-based assignment, omnichannel integration, AI-assisted responses) in collaboration with IT and existing ticketing systems.
• Establish consistent support metrics and reporting (CSAT, FCRR, Speed-to-Answer, AHT, ticket volume trends) with a unified dashboard visible to leadership.

• Champion closed-loop feedback for support interactions: ensure detractors are contacted quickly and insights flow to Product, Service, and CX teams.
• Design and roll out support training programs (in partnership with local and corporate HR teams) focused on service recovery, empathy, and technical excellence.
• Foster a customer-centric support culture through recognition programs, best-practice sharing, and cross-divisional collaboration.
• Track and report on financial impact: cost-per-ticket reduction, support-driven retention uplift, and service revenue protection.
• Stay current on support best practices in industrial/medical device markets and bring innovative ideas (e.g., proactive outreach for top accounts, optimized global support coverage, etc.).

Required Qualifications

• 5+ years of experience in customer support leadership, contact center operations, or support transformation in a global B2B environment (preferably hardware + service or regulated industries).
• Proven track record of unifying disparate support teams and driving standardization across multiple business units or regions.
• Hands-on experience designing and launching digital self-service portals/knowledge bases that materially reduced ticket volume.
• Strong understanding of support technologies (Salesforce, ServiceMax, Landis, etc.) and omnichannel strategies.
• Demonstrated servant leadership: ability to influence without direct authority, build trust with frontline teams, and drive change in matrixed organizations.
• Analytical mindset with experience building dashboards (Power BI) and tying support metrics to business outcomes.
• Excellent communication, facilitation, and stakeholder management skills-
  comfortable presenting to regional leaders and executives.
• Experience in highly regulated or mission-critical environments is a plus.

Travel

• Estimated travel: 20-30% globally (regional support centers, key customer sites, cross-divisional workshops).