Chief Customer Care & Technical Support Leader — Americas

Brother USA; Bridgewater (MA); Hybrid; USD 230,000 - 250,000; Full time

Benefits offered by this job

Hybrid work model

Health benefits

Tuition assistance

Job summary

Brother USA is seeking an accomplished executive to lead Customer Care and Technical Support across the Americas. The VP will define strategy, unify regional operations, and drive a scalable, best-in-class support ecosystem spanning on-shore, near-shore, and offshore teams.

The role includes transforming the customer experience through digital tools, AI, analytics, and a data-driven approach, with broad accountability for service quality, loyalty, and revenue impact.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or related field.
• 15+ years of combined experience in executive leadership of customer care/technical support.
• Experience managing on-shore and off-shore support teams and budgeting.

Responsibilities

• Provide executive oversight of Customer Care and Technical Support operations across the Americas.
• Own P&L governance, budgeting, forecasting, vendor strategy, and performance optimization.
• Lead onshore, nearshore, and outsourced support operations, including contact centers and QA.
• Govern the enterprise support technology ecosystem and set dashboards for governance.
• Drive transformation using digital, AI, automation, and self-service capabilities.

Skills

Leadership

Executive presentation

Communication skills

Business analytics

Customer care

Education

Bachelor's Degree in Marketing/Business

Tools

Oracle Service Cloud

Salesforce Agentforce

SAP S4 Hana

Hyperion

Five9

Job description

Brother USA is seeking an accomplished executive to lead Customer Care and Technical Support across the Americas. The VP will define strategy, unify regional operations, and drive a scalable, best-in-class support ecosystem spanning on-shore, near-shore, and offshore teams.

The role includes transforming the customer experience through digital tools, AI, analytics, and a data-driven approach, with broad accountability for service quality, loyalty, and revenue impact.