Director of US Customer Support - White-Glove & AI-Driven

Carestream Dental LLC; Northern (KY); Hybrid; USD 125,000 - 140,000; Full time

Benefits offered by this job

Medical/Dental/Vision benefits

401(k) Employer Match

Paid Time Off

Job summary

Carestream Dental is seeking a Director of Customer Support, US to lead the US DPMS support organization, recruit and develop staff, manage budgets, and partner with product and development teams for high-quality service delivery across DPMS platforms.

You will drive customer satisfaction, implement process improvements, and leverage AI tools to elevate the customer journey while maintaining alignment with global standards.

Qualifications

• Minimum 8 years of experience managing technical service teams, ideally in a software application setting.
• Ability to communicate clearly and influence credibly at all levels of the organization.
• Strong focus on goals, delivery and achievement.
• Strong analytical and process improvement skills.
• Self-motivated with excellent self-management and time-management skills.

Responsibilities

• Strategically lead and develop a senior operational management team to enhance performance and drive consistency across roles in the US.
• Achieve US service KPIs and drive continuous improvement in quality and productivity.
• Deliver exceptional customer service and align staffing, development, and software enhancements with strategic plans.
• Own innovation and continuous service enhancement across all DPMS platforms and products, including AI initiatives.
• Own the US Remote Support budget and review cost-control and staffing against business objectives.
• Lead cross-functional collaboration to drive product and service improvements.
• Support executive leadership with guidance on US Service and Operations projects.

Skills

Staff leadership

Budget management

Strategic planning

Process improvement

AI tools usage

Vendor management

Communication across teams

Recruitment

Education

High school diploma or GED

Bachelor's degree in a computer-related field or equivalent experience

Tools

Windows OS

Databases

AI tools in call center

CRM software

Job description

Carestream Dental is seeking a Director of Customer Support, US to lead the US DPMS support organization, recruit and develop staff, manage budgets, and partner with product and development teams for high-quality service delivery across DPMS platforms.

You will drive customer satisfaction, implement process improvements, and leverage AI tools to elevate the customer journey while maintaining alignment with global standards.