Global Director, AI-Driven Customer Service

ANOVA; Coimbra; Híbrido; EUR 90 000 - 130 000; Tempo integral

Resumo da oferta

ANOVA in Coimbra, Portugal, is seeking a Director of Customer Service to own post-sale support across LPG, Fuel & Lubricants, Industrial Gas, and Chemicals. The role drives automation and AI transformation, ensuring unified service standards while respecting vertical nuances.

The position is on-site with hybrid flexibility, reporting to the VP, Customer Engagement. You will lead a globally distributed team, scale operations from Portugal, and partner across regions to improve response and

Qualificações

• 8+ years in customer support or service leadership within industrial IoT, energy, or technology-enabled services.
• Experience leading automation/AI adoption with measurable reductions in cost-to-serve.
• Proven ability to manage globally distributed operations across regions and verticals.

Responsabilidades

• Oversee end-to-end global customer support and technical operations across four verticals.
• Lead automation and AI-driven transformation of service delivery.
• Manage a tiered leadership structure and develop career pathways for frontline teams.
• Partner with CSM and Platform/AI teams to align hand-offs and improvements.

Conhecimentos

Global leadership

Automation

AI adoption

SLA management

Customer service

Ferramentas

Salesforce

Databricks

SQL

Descrição da oferta de emprego

ANOVA in Coimbra, Portugal, is seeking a Director of Customer Service to own post-sale support across LPG, Fuel & Lubricants, Industrial Gas, and Chemicals. The role drives automation and AI transformation, ensuring unified service standards while respecting vertical nuances.

The position is on-site with hybrid flexibility, reporting to the VP, Customer Engagement. You will lead a globally distributed team, scale operations from Portugal, and partner across regions to improve response and