
Chief Global Technical Operations Manager
20 hours ago
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.
- 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.
- 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.
- 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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