Director - Support Operations (Remote)

In this newly created position, this individual will be responsible for customer support strategy & operations. Specifically, this leader will help to define & implement best practice solutions to enhance and optimize the customer experience. We are seeking a candidate that has proven success in creating a world class support organization through the use of technology and process improvements.
 
This leader will work collaboratively with cross-functional stakeholders to drive meaningful customer experience improvements. This role will require both innovation and tactical implementation skills. This role will oversee a team of people focused on key support related practices such as reporting/analytics, quality, knowledge sharing, tooling, training and continuous process improvement. It will require a self-starter, full of creativity as well as the determination to see projects through to the finish line.

This position is designed for an experienced Customer Support Leader who can lead from vision to implementation. The ideal candidate will also have a knack for leading and developing key personnel within the support organization.

• Build a customer support strategy and operations team focused on optimizing the customer experience 
• Define global support standards and best practices by collaborating internally and also seeking/utilizing industry best practices
• Be creative. Innovate. Build. Lead a team of passionate innovators on a quest to create successful customer support teams that deliver successful customer outcomes
• Specifically, lead these key functions within customer support: 1)reporting/analytics; 2)quality; 3)knowledge management; 4)continuous process improvement; 5)training and 6)contact center technology & tooling assessment & usage
• With the functions listed above, drive global standards and best practices
• Be a strong customer advocate into key cross functional organizations such as sales, product, engineering, finance and marketing
• Develop tools, processes, and best practices to ensure customer support teams are delivering the greatest possible value for DFIN and customers. 

• Bachelor's degree or equivalent experience 
• 10+ years of progressive leadership experience
• Track record of innovation through people, processes and technology in a SaaS environment (SaaS experience required)
• Proven proficiency in analytics, quality control, knowledge management, tooling, training and process improvement within the customer support domain
• Ability to build and lead a “thought leadership” organization
• Ability to influence through persuasion, negotiation, and consensus building
• Strong empathy for the role of technical support teams AND a passion for delivering innovations that contribute to them delivering high quality customer outcomes in a repeatable and predictable manner
• Strong leadership, teamwork, & cross-group collaboration skills
• Ability to effectively communicate through all mediums (verbal, listening, written)