Vice President, Customer Care & Technical Support Operations
Core
Executive leader responsible for setting vision, strategy, and enterprise operating model for customer care and technical support functions across the Americas, transforming reactive support into a strategic value-generating pillar.
Role type
VP Customer Care & Technical Support Operations (Strategy & Transformation)
Builds
Unified, scalable support ecosystem across US and North/South American subsidiaries
Domain
Home & Office Equipment / Industrial Solutions / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Executive leadership in technical environments, on-shore/off-shore support management, strategic operations improvement, budgeting, project management, large team leadership, contact center best practices, business and analytical acumen, executive communication, financial analysis
Preferred skills
Experience with Oracle Service Cloud, Salesforce Agentforce, SAP S4 Hana, Hyperion, Five9, AI and automation capabilities
Technologies
Oracle Service Cloud, Salesforce Agentforce, SAP S4 Hana, Hyperion, Five9
Responsibilities
Provide executive oversight of Customer Care and Technical Support operations across the Americas, Own operating performance and full P&L governance, Lead onshore, nearshore, and outsourced support operations, Govern the enterprise support technology ecosystem, Define and lead long-term vision and transformation strategy, Serve as senior executive leader within the Customer Experience Center, Establish and govern enterprise-wide policies and performance frameworks, Lead and inspire senior leaders and people managers
Seniority
Executive (VP level), Strategy & Mentorship
