Global VP of Customer Experience & Quality

Trilliant Networks; Cary (NC); On-site; USD 180,000 - 240,000; Full time

Job summary

Trilliant Networks is seeking a visionary leader for Global Customer and Quality Support in Cary, NC. This executive will oversee a worldwide team, ensuring prompt, professional handling of inquiries and issues across channels, while advancing quality programs and ISO-aligned processes.

The role drives customer experience enhancements, integrates lean and agile practices into product development, and establishes robust controls and KPIs.

Qualifications

• 10+ years of experience in a client-facing customer support position.
• 7+ years in progressive compliance roles leading quality initiatives in the product development area.
• Proven track record in a results-driven quality organization with at least 5 years designing and implementing a QMS aligned to ISO standards.
• In-depth knowledge of ISO-9001, ISO-14001, ISO-45001 and ISO-27001 standards from an implementation perspective.
• Ability to learn quickly and manage initiatives – process implementation, audits, training and analytics.
• Proven ability to manage complex projects and multiple priorities in a fast-paced environment.
• In-depth understanding of customer support strategies, market dynamics, and industry best practices.
• Experience applying ISO requirements, lean principles, and Agile practices in fast-paced environments.
• Strong leadership, strategic thinking, and communication skills.
• Ability to inspire and manage a team effectively.

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 locations.
• Oversee the entire customer support operation across all contact channels.
• Drive initiatives to enhance the customer experience with best practices and innovative solutions.
• Engage and drive compliance tools and process automation in product development.
• Establish internal controls and auditing systems to monitor regulated activities.
• Establish and monitor KPIs to measure effectiveness of customer support and compliance initiatives.
• Collaborate with Sales, Marketing, Product Development, Legal, Engineering to align and improve the customer journey.

Skills

Customer support

Leadership

Communication

Analytics

Compliance

Education

University Degree in CS/IT related field

CRISC Certification

Lean Six Sigma Black Belt

MCP/MCSE/CCNP/CCNA certifications

Job description

Trilliant Networks is seeking a visionary leader for Global Customer and Quality Support in Cary, NC. This executive will oversee a worldwide team, ensuring prompt, professional handling of inquiries and issues across channels, while advancing quality programs and ISO-aligned processes.

The role drives customer experience enhancements, integrates lean and agile practices into product development, and establishes robust controls and KPIs.