Director of Customer Support – US Strategy & Excellence

Carestream Dental; United States; On-site; USD 125,000 - 140,000; Full time

Job summary

Carestream Dental in the United States seeks a Director of Customer Support to lead the strategy and delivery of superior customer satisfaction for DPMS customers. You will recruit staff, manage vendors, develop training, and prioritize defects in partnership with product and development teams.

You will work with Remote Support and US Support Services leaders, champion AI-enabled service improvements, and drive KPIs for response, resolution, and customer satisfaction while ensuring

Qualifications

• Bachelor's degree in a computer-related field or equivalent experience.
• Minimum 8 years managing technical service teams.
• Proficient with AI tools in customer support.
• Strong leadership and influence across levels.

Responsibilities

• Lead a senior operational management team to achieve service KPIs.
• Own US service operations policies, standards, and security.
• Drive continuous improvement and cost-effective systems.
• Oversee budget for US Remote Support and staffing.
• Collaborate with cross-functional teams to improve products and processes.

Skills

People management

Clear communication

Strategic leadership

Analytics & process

AI in call centers

Windows OS

Education

Bachelor's degree in computer-related field

8+ years in tech service management

Tools

Windows OS

Databases

Job description

Carestream Dental in the United States seeks a Director of Customer Support to lead the strategy and delivery of superior customer satisfaction for DPMS customers. You will recruit staff, manage vendors, develop training, and prioritize defects in partnership with product and development teams.

You will work with Remote Support and US Support Services leaders, champion AI-enabled service improvements, and drive KPIs for response, resolution, and customer satisfaction while ensuring