Global Customer Experience & Quality Leader

Trilliant; Raleigh (NC); On-site; USD 150,000 - 270,000; Full time

Job summary

Trilliant invites a seasoned leader to oversee Global Customer and Quality Support, directing a worldwide team to resolve inquiries and technical issues within a structured SLA framework. The role emphasizes quality programs, ISO-9001 and ISO-27001 alignment, and cross-functional collaboration to drive excellent customer outcomes.

The selected candidate will architect a global support strategy, mentor staff across locations, and implement lean and agile improvements while ensuring regulatory

Qualifications

• University degree in a technical field.
• CRISC certification required or preferred.
• Lean Six Sigma Black Belt preferred.
• Industry certifications such as MCP, MSSE, MSCA CCNP, CCNA desired.

Responsibilities

• Develop and execute a comprehensive global customer support strategy aligned with corporate goals.
• Lead and mentor a diverse team of customer support professionals across various locations.
• Oversee the entire customer support operation across all contact channels.
• Drive initiatives to enhance customer experience with best practices and innovative solutions.
• Drive compliance tools and process automation deeper into product development.
• Establish internal controls and auditing systems to monitor regulated activities.
• Establish and monitor KPIs to measure the effectiveness of customer support and compliance initiatives.
• Collaborate with Sales, Marketing, Product Development, Legal, Engineering to align and enhance the customer journey while maintaining compliance.

Skills

Leadership

Strategic thinking

Communication skills

Team development

ISO standards knowledge

Agile & lean

Quality management

Problem solving

Cross-functional collaboration

Project management

Education

University Degree in Computer Science / Software Engineering

CRISC certification

Lean Six Sigma Black Belt (preferred)

Industry certifications (MCP, MSSE, MSCA CCNP, CCNA)

Job description

Trilliant invites a seasoned leader to oversee Global Customer and Quality Support, directing a worldwide team to resolve inquiries and technical issues within a structured SLA framework. The role emphasizes quality programs, ISO-9001 and ISO-27001 alignment, and cross-functional collaboration to drive excellent customer outcomes.

The selected candidate will architect a global support strategy, mentor staff across locations, and implement lean and agile improvements while ensuring regulatory