The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.


Applicants must be legally authorized to work in the United States. Visa sponsorship not available.


Our client is seeking a Sr Director, Technical Customer Care in Raleigh, NC/ Hybrid.


Role Description


This Sr Director of Technical Customer Care will own and architect the delivery of exceptional customer care throughout a customer's relationship. They will manage 4 directs (managers) who will have teams under them. Total team size is 100+/
• Oversee and own outcomes of all customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly, and sustainably as we continue to scale our business
• Work with executive leadership to develop, direct, and drive key business strategies that provide the highest level of improvement to customer service delivery, while maintaining stringent quality standards for all staff members
• Contribute thought leadership for directors, managers, supervisors, and agents to ensure that best practices and current trends alike are captured in processes
• Define and monitor key Customer Care quality metrics to identify critical, systemic, and other significant issues with potential business impact
• Identify and drive resolution of critical and complex business, functional, and operational issues that may impact customer experience
• Develop and execute an on-/near-/offshore strategy to scale the team for explosive growth


Skills & Requirements


• Bachelor's degree in a related discipline and 12 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 10 years' experience; a Ph.D. and 7 years' experience in a related field; or 16 years' experience in a related field.
• 7 to 10 years of executive experience (Director+) leading customer contact centers
At least 5 of these years in management should be in a very high-growth technology organization. They should have a background in professional services, managed services, or IT management
• They must have knowledge of the cloud technology industry's business models and core processes and have strong data analytics skills, including the ability to both predict and trend outcomes. If they are lacking cloud, they will not be considered.
• Experience developing and supporting teams and leaders and building a sense of ownership over successes and misses alike
• Prior experience integrating a supplemental staffing model that included near- and offshore resourcing
• Experience scaling customer operations to support both business growth and shifting market demands . This person will demonstrate a high level of technical proficiency and will have come from an environment where they've been involved in platform switching (they are in the midst of moving to Service Now, so SNOW would be huge to have)
• Demonstrable record of best-in-class customer satisfaction metrics and retention along with exceptional discernment regarding both escalation management and incident resolution
• Experience leading globally distributed teams
• Must have M&A experience (mergers and acquisitions). They are still blending cultures now and will continue to have acquisitions.
• Must come from large enterprise shops (ie; RedHat, Cisco, Lenovo, etc)


Benefits/Other Compensation:


Medical, Dental, Life Insurance, 401K.


Why Hays?


You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.


Nervous about an upcoming interview? Unsure how to write a new resume?


Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.


Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is 'do the right thing'.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.


In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.


Drug testing may be required; please contact a recruiter for more information.


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#1165125 - Kimberly Moore