Senior Director, Customer Care & Warranty Strategy

PwrQ Holdings LLC; Dayton (MN); Vor Ort; USD 180.000 - 280.000; Vollzeit

Zusammenfassung

Forgent is seeking a Senior Director, Customer Care to provide enterprise leadership for the organization across Transformers and Solutions. You will own the enterprise operating model, staffing, performance, customer experience, warranty case administration, and data management.

This role requires cross-functional collaboration and executive-level accountability for case ownership and service levels. In this position, you will lead the integration of Customer Care across product lines, drive

Qualifikationen

• Describes organization leadership and people management for Customer Care across business units.
• Defines staffing plans, coverage models, role clarity, and succession planning.

Aufgaben

• Lead the Forgent Customer Care organization across Transformers and Solutions.
• Own warranty workflow, data, and visibility; oversee post-warranty support and field identification/resolution of defects.
• Establish operating model, governance, and service levels across product-line teams.
• Manage capacity planning, KPI baselines, and escalation processes with cross-functional partners.
• Drive data governance, dashboards, and adoption of Salesforce Service Cloud and Manufacturing Cloud.

Kenntnisse

Executive leadership

People management

Strategic direction

Cross-functional coordination

Tools

Salesforce Service Cloud

Salesforce Manufacturing Cloud

Jobbeschreibung

Forgent is seeking a Senior Director, Customer Care to provide enterprise leadership for the organization across Transformers and Solutions. You will own the enterprise operating model, staffing, performance, customer experience, warranty case administration, and data management.

This role requires cross-functional collaboration and executive-level accountability for case ownership and service levels. In this position, you will lead the integration of Customer Care across product lines, drive