Senior Director of Customer Support

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance, and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom, and responsibility with a commitment to meritocracy, inclusion, and diversity of thought. Continual investment in our over 1400 employees is also a core principle realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S. and in the U.K.

We are seeking an exceptionally talented and versatile leader within our Safety and Security vertical who is passionate about providing a world-class customer experience. This role will directly manage the Customer Service, Fulfillment and Technical Support teams for our Jones & Bartlett Learning, Public Safety Group, CDX and ClickSafety teams. As the Senior Director of Customer Support, you will be responsible for the day-to-day management of these teams as well as the strategy, processes and structure that will drive long-term scalability and sustainability of the business and make Customer Support a competitive advantage. The evolution to a unified and modern, technology enabled, customer experience is a critical strategic objective for these teams.

The Senior Director of Customer Support will be responsible for leading this transformation, developing the overarching vision, and translating it into execution-ready strategies, partnering with leaders both inside the vertical and across Ascend to ensure we achieve that vision cohesively and effectively. The ideal candidate will have a proven track record of success leading high-performance customer and technical support teams, strong data analytics capabilities, a continuous improvement mindset, and a deep passion for the customer journey.

Responsibilities:

• Lead, inspire and cultivate the development of our Technical Support, Fulfillment and Call Center teams; seek to constantly remove roadblocks and expedite velocity
• Cultivate a collaborative team culture that is recognized by the business and puts the customer first
• Create efficient and scalable processes that support our customers, allow us to scale and turn data into valuable feedback for the rest of the business
• Drive the roadmap, selection and development of Customer Support tools and systems
• Provide thought leadership on emerging technology to enhance our product and service customer experience
• Be accountable for service metrics and response quality of incoming tickets both internally and to the channel
• Work with cross-functional partners to identify and implement optimal solutions
• Develop and implement a strategic business plan to exceed customers' desires for an outstanding customer experience

Minimum Qualifications:

• Bachelor's degree preferred
• 10+ years of experience in customer service/technical support
• Experience and expertise as a leader of leaders
• Experience in the use of continuous improvement tools
• Experience supporting digital products required

Abilities:

• Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve issues
• Strong leadership capabilities, experience and passion for talent development, and proven experience leading teams through change and digital transformation
• Expert at building relationships with cross-functional teams, delivering impact consistently through seamless communication, motivating teams towards achieving goals
• Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance
• Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences
• Ability to engage in long-term business planning at the managerial and executive levels

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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