Chief Global Technical Operations Manager

20 hours ago


Gurgaon, Haryana, India beBeeTechnical Full time US$ 1,80,000 - US$ 2,00,000
Global Technical Support Director

The role of the Global Technical Support Director involves overseeing the technical support function within a global customer care environment. This leadership position is responsible for providing strategic direction, ensuring exceptional service and support to customers through a collaborative model.

Key Responsibilities:
  • Lead and mentor teams of managers, advisors, and engineers to ensure high-quality support.
  • Define clear goals and performance expectations aligned with key performance indicators (KPIs) and business objectives.
  • Provide regular feedback, facilitate professional development, and implement performance reviews to drive team growth.
  • Take corrective actions to build a cohesive team and a positive work environment.
  • Promote a culture of knowledge management, ensuring readiness for product launches and driving tool adoption.
Operational Excellence:
  • Drive continuous improvement based on customer experience surveys and operational reviews.
  • Manage stakeholder expectations and establish key processes for customer-facing interactions.
  • Improve quality across the board by implementing relevant details and encouraging efficient issue resolution.
  • Manage escalations, prioritizing tasks and addressing customer concerns promptly.
  • Analyze feedback and take action to address concerns and improve employee satisfaction.
  • Participate in and present performance metrics for customer accounts in monthly reviews.
  • Coach team members to enhance collaboration and process adherence.
  • Foster a collaborative culture within the organization.
Customer Focus:
  • Provide customer leadership as needed.
  • Resolve escalated customer issues to ensure satisfaction.
  • Represent the department effectively across the organization.
  • Provide coaching and guidance for any deadlock situations.
  • Be available for on-call duties to support customer escalations 24/7.
Strategic Alignment:
  • Collaborate with peers on process improvement initiatives.
  • Present quarterly updates on customer feedback to leadership.
  • Support senior directors by contributing to various activities.


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