Global Head of Customer Experience & Operations

Quantum; Centennial, Northern (CO, KY); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Quantum is seeking an executive to define long-term strategy while actively resolving customer escalations and optimizing day-to-day operations.

The role leads global teams across Customer Support, Technical Support, Professional Services, and Implementation, driving AI-enabled improvements and scalable processes to enhance the customer experience. Will travel to regional offices as needed.

Qualifications

• Experience leading global, distributed teams in a technology environment.
• Track record of defining long-term strategy and driving customer success.
• Passion for using data, automation, and AI to improve customer experience.

Responsibilities

• Lead global Customer Support, Technical Support, Professional Services, and Implementation teams across regions.
• Develop regional leaders and foster a high-performance, customer-first culture.
• Build scalable structures and career development programs for global growth.
• Drive operational excellence through data-driven KPI management and workforce planning.
• Review customer interactions and frontline operations to stay hands-on.
• Escalate high-priority customer issues and major incidents when needed.
• Travel to regional offices to strengthen team engagement and operations.

Skills

Global leadership

Data-driven decisions

AI for customer experience

Process optimization

Tools

CRM systems

Operations analytics

Job description

Quantum is seeking an executive to define long-term strategy while actively resolving customer escalations and optimizing day-to-day operations.

The role leads global teams across Customer Support, Technical Support, Professional Services, and Implementation, driving AI-enabled improvements and scalable processes to enhance the customer experience. Will travel to regional offices as needed.