Head of US Customer Support & Experience

csdentalext; United States; On-site; USD 125,000 - 140,000; Full time

Job summary

Carestream Dental is seeking a Director of Customer Support, US to lead the US DPMS customer support organization, recruit and develop staff, manage vendor relations, and drive continuous improvement in service delivery across all platforms. The role partners with product and development teams and with UK counterparts to ensure consistent processes.

You will own the US Remote Support budget, guide cost-control and staff planning, and pursue initiatives that elevate the customer journey through

Qualifications

• Minimum 8 years of experience managing technical service teams, ideally in a software application setting.
• Bachelor's degree or equivalent in a computer-related field; strong leadership required.
• Proven ability to lead cross-functional teams and drive process improvements.

Responsibilities

• Lead US service operations and set policies, standards, and security measures.
• Hit service KPI targets and drive continuous improvement.
• Oversee budgeting, staffing, and cost-control for Remote Support.
• Champion AI tools and new technologies to elevate the customer journey.
• Collaborate with DPMS teams and UK counterparts for consistency.

Skills

People management

Clear communication

Goal delivery

Analytical thinking

Time management

Organizational skills

Digital tools

AI tools

IT tools

Adaptability

Team collaboration

Business acumen

Continuous learning

Windows knowledge

Databases

Education

High school diploma or GED

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

Job description

Carestream Dental is seeking a Director of Customer Support, US to lead the US DPMS customer support organization, recruit and develop staff, manage vendor relations, and drive continuous improvement in service delivery across all platforms. The role partners with product and development teams and with UK counterparts to ensure consistent processes.

You will own the US Remote Support budget, guide cost-control and staff planning, and pursue initiatives that elevate the customer journey through