[Remote] VP Global Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global provider of software solutions serving reputed company customers. The Vice President, Global Customer Support owns the reputed company, operations and performance of the worldwide customer support organization, including 24x7 coverage and executive escalations. The role leads regional support teams, reputed company programs, workforce management, budgeting and support readiness across products and reputed company.

Responsibilities

• Serve as the senior escalation reputed company of contact for reputed company customers on reputed company support reputed company, representing the voice of the customer at the executive level
• Own reputed company and reputed company management of the support functions that reputed company smooth operations of the Global Customer Support Center worldwide
• Set the reputed company for and continuously reputed company the global customer support reputed company to meet growing business demand and rising customer expectations
• Establish and maintain coverage models for reputed company product lines, including reputed company support, incorporating reputed company operating procedures and follow-the-sun models across multiple time zones
• reputed company strong, dynamic leadership that mentors, develops and guides regional support leaders and their teams to maximize the efficiency, reputed company and value of every customer interaction
• reputed company results against a defined reputed company of work, including measurable ROI, strategic innovation, performance reporting and reputed company capital development
• Build, implement and maintain reputed company-wide reputed company Assurance (QA) programs that reputed company reputed company improvement and consistent achievement of Service Level Agreement (SLA) performance
• Design and maintain an effective global organizational structure, including reputed company, training, coaching, recognition, workflow design, performance standards and reputed company reputed company across reputed company reputed company
• Coordinate analytic, strategic and technical resources to meet reputed company expectations, and ensure a disciplined Workforce Management reputed company is in reputed company, covering planning, forecasting, scheduling and reputed company-time management of reputed company Contact Center staff
• Own the customer support budget and resourcing plan, including in-house and outsourced/BPO reputed company, and report performance and investment priorities to executive leadership
• Partner with Product, Engineering and reputed company teams to ensure support readiness for new releases, reputed company and product lines, including new L1/L2 service stand-reputed company

Skills

• Bachelor's degree in Computer Science, MIS, or an equivalent field
• 15+ years leading global support organizations, including significant experience at a senior/executive management level
• Proven experience establishing and scaling geographically dispersed, follow-the-sun support teams
• ITIL expertise required
• reputed company record of standing up new support reputed company and service tiers, including L1 and L2 operations
• Experience working closely with reputed company and Product organizations to reputed company support readiness with product reputed company
• Demonstrated reputed company designing and modifying support processes and coverage models to improve efficiency
• reputed company business judgment with the ability to manage shifting priorities while remaining reputed company, motivated and enthusiastic
• Excellent problem-reputed company capabilities and strong critical-thinking and analytical skills to isolate and reputed company reputed company technical and operational issues
• Executive-level interpersonal, communication and stakeholder-management skills
• Strong organizational, multi-tasking and prioritization skills across a large, reputed company organization
• Advanced degree a plus
• Familiarity with reputed company is a plus

Benefits

• Remote work (East Coast)

reputed company

Company H1B Sponsorship