Senior Director of Digital Technology for Customer Support
Core
Leading strategy, product direction, and transformation of digital technologies enabling scalable customer service delivery across digital and assisted channels.
Role type
Senior Director of Digital Technology (Customer Support)
Builds
Customer support technology portfolio, omnichannel support experiences, AI-enabled tools, and workflow orchestration solutions.
Domain
Customer Support / Contact Center Operations / Digital Transformation
Deliverable
product features
Required skills
Strategic leadership, digital transformation, CCaaS platform expertise, CRM modernization, AI integration, value-stream orchestration, stakeholder management, change management, compliance and data privacy management.
Preferred skills
MBA or Master's degree, PMP/PRINCE2/Agile/ITIL certification, multilingual capabilities, experience managing international teams.
Technologies
CCaaS platforms, CRM systems, generative AI tools, workflow orchestration engines, authentication and self-service technologies.
Responsibilities
Develop and execute digital technology strategy for customer support; lead teams across product, solution, and architecture; partner with business stakeholders to shape demand and priorities; oversee product and solution management for support technologies; manage technology portfolio for value realization and performance; collaborate with cross-functional teams on design, delivery, and operations.
Seniority
Senior Director, strategic leadership and value-stream orchestration
