Global Head of Support & Services – AI-Driven Operations

MCS Group | Your Specialist Recruitment Consultancy; United Kingdom; À distance; GBP 117 000 - 143 000; Plein temps

Avantages offerts par ce poste

Generous bonus

Résumé du poste

MCS Group | Your Specialist Recruitment Consultancy is partnering with an established enterprise software company looking for a senior customer operations leader to own global Customer Support and Professional Services.

As Head of Support and Professional Services you will assess the current operating model, build the structure, processes, metrics and technology needed to create a scalable and consistent customer organisation.

Qualifications

• Significant senior leadership experience in enterprise software customer operations.
• Experience building processes, metrics, and operating structures during change.
• Exposure to using AI or automation within customer-facing functions.

Responsabilités

• Set strategy for global Customer Support and Professional Services.
• Review current team structure, processes, systems and performance.
• Build a roadmap for improved service quality, efficiency and scalability.
• Establish workflows for case management, escalations, SLAs, knowledge mgmt and project delivery.
• Define KPIs including response/resolution times, backlog, CSAT, utilization and margins.
• Identify and implement AI and automation opportunities.
• Lead managers across multiple countries/time zones.
• Oversee customer implementations, engagements and escalations.
• Collaborate with Product/Engineering/Sales/Finance to address recurring issues and align capacity.
• Contribute to budgeting, forecasting and headcount planning.

Connaissances

Senior leadership

Customer Support

Professional Services

Customer Operations

Data platforms

ETL tools

BI software

AI/Automation

P&L management

Global teams

Outils

Data platforms

ETL tools

BI software

Description du poste

MCS Group | Your Specialist Recruitment Consultancy is partnering with an established enterprise software company looking for a senior customer operations leader to own global Customer Support and Professional Services.

As Head of Support and Professional Services you will assess the current operating model, build the structure, processes, metrics and technology needed to create a scalable and consistent customer organisation.