Director OF Customer Service

This role requires an executive who is equally comfortable defining long-term strategy and rolling up their sleeves to resolve customer escalations, optimize processes, and improve day-to-day operations. The ideal candidate has extensive experience leading global, distributed teams in a technology environment and is passionate about using data, automation, and AI to continuously improve the customer experience.

Key Responsibilities

• Lead global Customer Support, Technical Support, Professional Services, and Implementation teams across multiple regions and time zones.
• Manage and develop regional leaders while fostering a high-performance, customer-first culture built on accountability, collaboration, and continuous improvement.
• Build scalable organizational structures, career development programs, and performance management frameworks that support global growth.
• Drive operational excellence through data-driven decision making, KPI management, workforce planning, and process optimization.
• Maintain a hands-on leadership style by regularly reviewing customer interactions, shadowing support teams, analyzing case trends, and engaging directly with frontline operations.
• Personallyleadhigh-priority customer escalations, major incidents, and operational challenges when necessary.
• Travel to regional offices to strengthen team engagement, evaluate operations, and support organizational development.

Professional Services & Customer Delivery

• Oversee global onboarding, implementation, and professional services delivery to ensure consistent execution and customer success.
• Monitor project health, delivery milestones, utilization, and customer outcomes to proactively identify and mitigate delivery risks.
• Ensureaccurateforecasting, resource planning, and On-Time Delivery (OTD) across all services engagements.
• Partner closely with Sales, Customer Success, and Product organizations to accelerate customer time-to-value and improve adoption.

AI, Automation & Operational Transformation

• Develop and execute the global vision for AI-enabled customer support, intelligent automation, and case deflection.
• Identifyopportunities to improve service efficiency through self-service, workflow automation, knowledge management, and AI-powered support capabilities.
• Establish operational metrics that measure the effectiveness of automation initiatives while improving customer satisfaction and reducing operational costs.
• Continuously evaluate emerging technologies that enhance customer experience and employee productivity.

Global Partner & Service Delivery Strategy

• Develop and execute the global partner strategy for sparepartslogistics, third-party technical support, and field installation services.
• Evaluate, onboard, and manage regional service partners, distributors, and installation providers to ensure consistent global service quality.
• Negotiate and manage partner contracts, service level agreements (SLAs), and performance expectations.
• Collaborate with supply chain and operations teams tooptimizespare parts forecasting, inventory planning, and global service availability.
• Personally manage strategic partner relationships, executive business reviews, contract renewals, and performance improvement initiatives.
• Regularly assess build-versus-buy strategies for regional service delivery and recommend investments that improve customer outcomes and operational efficiency.

Operational Excellence & Cross-Functional Leadership

• Own global operational performance metrics including Customer Satisfaction (CSAT), Net Promoter Score (NPS), SLA attainment, response times, resolution times, backlog health,utilization, and time-to-value.
• Deliver executive reporting and operational insights thatidentifytrends, risks, and opportunities across all regions.
• Partner closely with Product Management and Engineering to prioritize product improvements based on customer feedback, case analytics, and recurring technical issues.
• Collaborate with Finance, Human Resources, Legal, Sales, and Customer Success to support strategic planning, budgeting, workforce management, and global compliance.
• Champion continuous improvement initiatives that increase scalability, improve customer outcomes, and enhance operational efficiency.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.