VP of Global Customer Support and Quality

Trilliant Networks; Cary (NC); On-site; USD 180,000 - 240,000; Full time

Job summary

Trilliant Networks is seeking a visionary leader for Global Customer and Quality Support in Cary, NC. This executive will oversee a worldwide team, ensuring prompt, professional handling of inquiries and issues across channels, while advancing quality programs and ISO-aligned processes.

The role drives customer experience enhancements, integrates lean and agile practices into product development, and establishes robust controls and KPIs.

Qualifications

• 10+ years of experience in a client-facing customer support position.
• 7+ years in progressive compliance roles leading quality initiatives in the product development area.
• Proven track record in a results-driven quality organization with at least 5 years designing and implementing a QMS aligned to ISO standards.
• In-depth knowledge of ISO-9001, ISO-14001, ISO-45001 and ISO-27001 standards from an implementation perspective.
• Ability to learn quickly and manage initiatives – process implementation, audits, training and analytics.
• Proven ability to manage complex projects and multiple priorities in a fast-paced environment.
• In-depth understanding of customer support strategies, market dynamics, and industry best practices.
• Experience applying ISO requirements, lean principles, and Agile practices in fast-paced environments.
• Strong leadership, strategic thinking, and communication skills.
• Ability to inspire and manage a team effectively.

Responsibilities

• Develop and execute a comprehensive global customer support strategy aligned with corporate goals.
• Lead and mentor a diverse team of customer support professionals across locations.
• Oversee the entire customer support operation across all contact channels.
• Drive initiatives to enhance the customer experience with best practices and innovative solutions.
• Engage and drive compliance tools and process automation in product development.
• Establish internal controls and auditing systems to monitor regulated activities.
• Establish and monitor KPIs to measure effectiveness of customer support and compliance initiatives.
• Collaborate with Sales, Marketing, Product Development, Legal, Engineering to align and improve the customer journey.

Skills

Customer support

Leadership

Communication

Analytics

Compliance

Education

University Degree in CS/IT related field

CRISC Certification

Lean Six Sigma Black Belt

MCP/MCSE/CCNP/CCNA certifications

Job description

Trilliant is seeking a Vice President of Global Customer and Quality Support who will oversee the global team and be in charge of promptly and professionally handling customer inquiries and technical issues through a structured, agreed-upon methodology and contractual service level agreements. In addition, this position will be in charge of spearheading quality management programs and applying an agile and lean approach to problem-solving through the implementation of organizational management systems based on ISO-9001 and ISO-27001 standards.

About the organization

Trilliant offers a universal communications platform that is at the convergence of the smart grid, smart city, and global Industrial Internet of Things (IIoT) applications. We bring together multi-technology solutions, global capabilities, and mission-critical communications to deliver future-proof solutions.We are a device-agnostic, integrated, multi-technology communication platform that provides flexibility to balance technological capabilities with economic needs. Trilliant is committed to best-in-class solutions that empower our customers and their customers to connect to the world of things.We are an equal-opportunity employer offering comprehensive benefits and compensation packages with a selection of insurance programs. We have dynamic and collaborative work environments with some of the brightest employees in the world. We invest in people and provide opportunities for our employees to grow hand in hand with our business.

Responsibilities

• Develop and execute a comprehensive global customer support strategy aligned with corporate goals.


• Lead and mentor a diverse team of customer support professionals across various locations, fostering a culture of collaboration, excellence, and continuous improvement.


• Oversee the entire customer support operation, ensuring timely and effective resolution of customer inquiries and issues across all contact channels.


• Drive initiatives aimed at enhancing the overall customer experience, including implementing best practices and innovative solutions.


• Engage and drive compliance tools and process automation deeper into the product development organization.


• Establish internal controls and auditing systems to monitor and report on regulated activities and processes


• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer support and compliance initiatives


• Collaborate closely with cross-functional teams (e.g., Sales, Marketing, Product Development, Legal, Engineering) to ensure alignment and enhance the customer journey while maintaining compliance.

Qualifications

• 10+ years of experience in a client-facing customer support position.


• 7+ years in progressive compliance roles leading quality initiatives in the product development area.


• A proven track record in a results-driven quality organization, with at least 5 years of work experience, should be in designing, implementing, and continuously improving a Quality Management System (QMS) or an enterprise management system aligned to ISO standards and other solution delivery frameworks


• In-depth knowledge of current versions of ISO-9001, ISO-14001, ISO-45001 and ISO-27001 standards from an implementation perspective is required.


• Ability to learn quickly and manage initiatives – process implementation, process audits, training and continuous improvement using analytics


• Proven ability to manage complex projects and multiple priorities in a fast-paced environment.


• In-depth understanding of customer support strategies, market dynamics, and industry best practices


• Experience in applying ISO requirements, lean principles, and Agile practices in a fast-paced environment.


• Strong leadership, strategic thinking, and communication skills


• Ability to inspire and manage a team effectively.

Benefits and education

• University Degree in Computer Science, Computer Programming, Computer and Information Technology, Software Engineering or related field.


• Certified in Risk and Information Systems Control (CRISC)


• A lean six sigma black belt certification is preferred


• Industry certifications such as: MCP, MSSE, MSCA CCNP, CCNA desired

Values

• PASSIONATE-We find the right solutions for customers and exceed their expectations.


• ACCOUNTABLE-We work smartly and tackle problems with urgency to get the job done.


• CONFIDENT We look to the future and partner with each other to deliver world-class solutions.


• ENERGIZED-We are excited and support the growth and direction of Trilliant.