Director of Customer Technical Support in United

Job Description

This is a direct-hire position--NO C2C or sponsorship is available!

Please do NOT email if you are an employer. Thank you.

• Bachelor's degree in business, technology, engineering, healthcare administration, or a related field, or equivalent relevant experience.

• 10+ years of leadership experience in enterprise software technical and customer support--SaaS and contact center operations.

• 5+ years leading senior leaders in a technical support environment serving external customers.

• Experience supporting business-critical enterprise software across cloud and/or on-premise environments, integrations, databases, connectivity, and customer-specific workflows.

• Demonstrated success leading customer escalations, major incident response, support transformation, workforce planning, and cross-functional problem solving.

• Strong command of support metrics, service management, knowledge management, quality assurance, root cause analysis, and continuous improvement.

• Experience with Salesforce Service Cloud, Genesys, workforce-management tools, knowledge platforms, reporting and analytics, and support automation.

• Executive presence and the ability to communicate technical and operational risk clearly to customers, senior leaders, and cross-functional teams.

• Leadership experience in healthcare technology, medical-device software, sterile processing, perioperative workflows or other regulated environment

• Experience with software validation, quality systems, cybersecurity and privacy escalation processes, and controlled change or release practices.

• Experience building support readiness for new product introductions, software releases, integrations, and large customer deployments.

• Working knowledge of IT service management and continuous-improvement methodologies.