Head of Americas Customer Care & Technical Support

Brother USA; Memphis (TN); Hybrid; USD 230,000 - 250,000; Full time

Benefits offered by this job

Comprehensive benefits package

401(k) retirement savings plan with matching

Educational assistance program

Job summary

A leading provider of home and office equipment is seeking a Vice President, Customer Care & Technical Support Operations. This role involves overseeing strategic customer support functions across the Americas, driving transformation initiatives and ensuring high-quality service delivery. Candidates should have over 15 years of executive leadership experience in technical environments, a Bachelor's degree in a relevant field, and excellent analytical and communication skills. The position features a salary range of $230,000 - $250,000, along with additional performance bonuses based on company success.

Qualifications

• 15+ years of executive leadership experience in technical environments.
• Extensive experience with onshore and offshore customer support teams.
• Ability to develop strategic improvements for customer service operations.

Responsibilities

• Oversee Customer Care and Technical Support operations across the Americas.
• Define and lead transformation strategy for customer care functions.
• Establish customer service policies and performance frameworks.

Skills

Leadership

Customer Service

Analytical Skills

Communication

Budgeting

Education

Bachelor's Degree in Marketing or Business Administration

Tools

Oracle Service Cloud

Salesforce Agentforce

SAP S4 Hana

Five9

Job description

A leading provider of home and office equipment is seeking a Vice President, Customer Care & Technical Support Operations. This role involves overseeing strategic customer support functions across the Americas, driving transformation initiatives and ensuring high-quality service delivery. Candidates should have over 15 years of executive leadership experience in technical environments, a Bachelor's degree in a relevant field, and excellent analytical and communication skills. The position features a salary range of $230,000 - $250,000, along with additional performance bonuses based on company success.