VP, Global Customer Care & Tech Support Ops

Brother International Corporation; Bartlett, Northern (TN, KY); Hybrid; USD 230,000 - 250,000; Full time

Benefits offered by this job

Hybrid office schedule

Flexible Fridays

Education assistance program

Health, vision, and dental insurance

401(k) with company match

Job summary

Brother International Corporation seeks a Vice President to lead Customer Care & Technical Support Operations across the Americas. You will shape vision, strategy, and an enterprise operating model to transform reactive support into a strategic, value-generating pillar of the Customer Experience Center.

You will drive end-to-end customer service transformation, align people, processes, and technology, and oversee on-shore, nearshore, and offshore programs to scale service excellence.

Qualifications

• 15+ years of combined experience in executive leadership across fast-paced tech or service environments.
• Experience managing on-shore and off-shore customer support teams.
• Strong budgeting, forecasting, vendor strategy, and large team leadership skills.

Responsibilities

• Provide executive oversight of Customer Care and Technical Support operations across the Americas.
• Own budgeting, forecasting, vendor strategy, and performance optimization across channels and tiers.
• Lead onshore, nearshore, and outsourced support operations, including contact centers and escalation management.
• Define long-term transformation roadmaps and modernize operating models for unified regional service.

Skills

Executive leadership

Budget management

Strategic transformation

Education

Bachelor's Degree (Marketing / Business Admin)

Tools

Oracle Service Cloud

Salesforce

SAP S4 Hana

Five9

Job description

Brother International Corporation seeks a Vice President to lead Customer Care & Technical Support Operations across the Americas. You will shape vision, strategy, and an enterprise operating model to transform reactive support into a strategic, value-generating pillar of the Customer Experience Center.

You will drive end-to-end customer service transformation, align people, processes, and technology, and oversee on-shore, nearshore, and offshore programs to scale service excellence.