Vice President, Global Support Operations

VikingCloud; United States; Remote; USD 150,000 - 180,000; Full time

Job summary

An established industry player is seeking a Vice President of Global Support Operations to lead a dynamic customer support team. This role is pivotal in optimizing operations, ensuring high-quality service delivery, and driving continuous improvement initiatives. The ideal candidate will possess extensive leadership experience and strategic thinking abilities, capable of managing remote teams and enhancing customer satisfaction. Join a forward-thinking organization that values innovation and teamwork, where your contributions will significantly impact the customer experience and operational excellence.

Qualifications

• Proven track record of leading teams and managing complex projects.
• Ability to analyze situations and develop effective strategic plans.

Responsibilities

• Oversee day-to-day operations of a global customer support team.
• Manage workflows, analyze data, and improve customer experience.

Skills

Leadership Experience

Strategic Thinking

Support Operations Experience

Communication Skills

Decision-Making

Problem-Solving

Adaptability

Industry/Function Knowledge

Education

Degree from a recognized institution

5+ years experience in a similar role

Job description

Vice President, Global Support Operations

Join to apply for the Vice President, Global Support Operations role at VikingCloud

Vice President, Global Support Operations

Join to apply for the Vice President, Global Support Operations role at VikingCloud

This range is provided by VikingCloud. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$150,000.00/yr - $180,000.00/yr

VP, Global Support Operations

Location: US Remote

This Position

Responsible for overseeing and optimizing the day-to-day operations of a large global customer support team, ensuring efficient workflows, high quality service delivery, and meeting key performance metrics by managing processes, analyzing data, and identifying areas for improvement to enhance customer experience and satisfaction; acting as a Second-in-Command (2IC) to the EVP, Operational Transformation providing actionable intelligence on daily operations, championing continuous improvement initiatives, driving key initiatives and ensuring smooth running of the organization through effective team leadership. Salary: 180,000. Bonus 15%

Responsibilities

Executive Support:

• Actively support the EVP in decision-making, strategy development, and implementation of key initiatives.

Operational Oversight:

• Manage day-to-day operations, ensuring efficient workflow and adherence to company policies across various departments.
• Track key performance indicators (KPIs) like customer satisfaction, resolution time, and first contact resolution rate.
• Analyze customer data to identify trends and areas for improvement.
• Generate reports for senior management on support operations performance.

Process Management:

• Develop and maintain standard operating procedures (SOPs) for customer support activities.
• Streamline workflows and identify bottlenecks to improve efficiency.
• Implement new support tools and technologies to enhance agent productivity.
• Lead the implementation of new support processes and technology updates.
• Communicate changes effectively to the support team and stakeholders.

Customer Experience Optimization:

• Identify and address customer pain points to elevate the overall support experience
• Implement initiatives to improve customer satisfaction and retention.
• Collaborate with other departments to ensure seamless customer journey
• Oversee critical projects, delegate tasks, monitor progress, and hold teams accountable for achieving project goals.

Team Management:

• Lead and develop a high-performing team culture, fostering collaboration and communication across departments. (Effectively managing remote teams in some parts of the business)
• Champion and lead team development across direct reports and throughout all operational teams.
• Serve as a communication bridge between leadership, employees, stakeholders, and clients, conveying information clearly and effectively.
• Proactively manage all communications on behalf of the operations team.
• Identify potential risks, assess their impact, and implement mitigation strategies to protect the company.
• bullet points

Qualifications

• Leadership Experience: Proven track record of successfully leading teams and managing complex projects Remote team management essential.
• Strategic Thinking: Ability to analyze situations, anticipate challenges, and develop effective strategic plans.
• Support Operations Experience: with customer support ticketing systems and reporting tools; knowledge of customer service best practices and quality standards
• Communication Skills: Excellent verbal and written communication skills to convey information clearly, concisely and persuasively. Ability to convey complex matters simple for a broad range of stakeholders.
• Decision-Making: Capability to make timely and informed decisions under pressure.
• Problem-Solving: Strong analytical skills to identify root causes and develop practical solutions.
• Adaptability: Flexibility to adjust to changing priorities and market dynamics.
• Industry/Function Knowledge: Deep understanding of the industry and/or functional landscape and relevant trends.
• Experience and Education: Prior experience of leading across multiple geographies in a global matrix organization.
• Degree qualified from a recognized third level institution preferred and or 5+ years experience in a similar role.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Computer and Network Security, Information Services, and Technology, Information and Media

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