Global Customer Service Director (North America and EMEA Regions)
Core
Lead the evolution of the global customer interface for IT Asset Disposition (ITAD) clients, ensuring seamless support from initial contact to final resolution across North America and EMEA regions.
Role type
Senior Director of Global Customer Service (ITAD)
Builds
Global customer service operations and support workflows for ITAD clients
Domain
IT Asset Disposition (reverse logistics) and Information Management
Required skills
Global team management, process re-engineering, Six Sigma, Lean, CRM systems (Salesforce, HubSpot, Zendesk), complex stakeholder negotiation, KPI development
Preferred skills
EMEA team management experience, technical service environment knowledge
Technologies
Salesforce, HubSpot, Zendesk, automated ticketing systems
Responsibilities
Manage and coach global Customer Service Representatives, oversee end-to-end ITAD service delivery workflows, design and execute re-organization plans for operational efficiency, serve as senior escalation point for client inquiries, develop and monitor KPIs for service health
Seniority
Director, strategic leadership & global team management