Vice President, Global Support Operations

Key Responsibilities

Executive Support:

• Actively support the EVP in decision-making, strategy development, and implementation of key initiatives.

Operational Oversight:

• Manage day-to-day operations, ensuring efficient workflow and adherence to company policies across various departments.
• Track key performance indicators (KPIs) like customer satisfaction, resolution time, and first contact resolution rate.
• Analyze customer data to identify trends and areas for improvement.
• Generate reports for senior management on support operations performance.

Process Management:

• Develop and maintain standard operating procedures (SOPs) for customer support activities.
• Streamline workflows and identify bottlenecks to improve efficiency.
• Implement new support tools and technologies to enhance agent productivity.
• Lead the implementation of new support processes and technology updates.
• Communicate changes effectively to the support team and stakeholders.

Customer Experience Optimization:

• Identify and address customer pain points to elevate the overall support experience
• Implement initiatives to improve customer satisfaction and retention.
• Collaborate with other departments to ensure seamless customer journey

Project Leadership:

• Oversee critical projects, delegate tasks, monitor progress, and hold teams accountable for achieving project goals.

Team Management:

• Lead and develop a high-performing team culture, fostering collaboration and communication across departments. (Effectively managing remote teams in some parts of the business)
• Champion and lead team development across direct reports and throughout all operational teams.

Communication Liaison:

• Serve as a communication bridge between leadership, employees, stakeholders, and clients, conveying information clearly and effectively.
• Proactively manage all communications on behalf of the operations team.

Risk Management:

• Identify potential risks, assess their impact, and implement mitigation strategies to protect the company.
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Qualification & Requirements

• Leadership Experience: Proven track record of successfully leading teams and managing complex projects Remote team management essential.
• Strategic Thinking: Ability to analyze situations, anticipate challenges, and develop effective strategic plans.
• Support Operations Experience: with customer support ticketing systems and reporting tools; knowledge of customer service best practices and quality standards
• Communication Skills: Excellent verbal and written communication skills to convey information clearly, concisely and persuasively. Ability to convey complex matters simple for a broad range of stakeholders.
• Decision-Making: Capability to make timely and informed decisions under pressure.
• Problem-Solving: Strong analytical skills to identify root causes and develop practical solutions.
• Adaptability: Flexibility to adjust to changing priorities and market dynamics.
• Industry/Function Knowledge: Deep understanding of the industry and/or functional landscape and relevant trends.
• Experience and Education: Prior experience of leading across multiple geographies in a global matrix organization.
• Degree qualified from a recognized third level institution preferred and or 5+ years experience in a similar role.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…