Director, Global Support

3 months ago

Ottawa, Canada Assent Full time

**Company Description** Summary**

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We've grown from $5 million to $85 million ARR in just six years. With our recent $350 million funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members.

Being a Certified B Corporation, we don't just advocate for sustainability - we live it. This certification underscores our commitment to environmental, social, and governance excellence. At Assent, your work will directly amplify transparency, sustainability, and fair practices worldwide.

**Hybrid Work Model**

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.
**Job Description** Position Summary**

The Director, Product Support holds a pivotal role within our organization. This individual brings extensive technical expertise, mastery of support processes and a deep understanding of customer needs. We seek a leader who challenges conventional approaches & is willing to take risks for enhancing support quality & operational efficiency. The Director, Product Support is a strategic leader with a strong focus on people development, problem solving and achieving tangible results within a global context.

**Key Requirements and Responsibilities**

**Strategic Vision & Planning**
- Develop & articulate a comprehensive strategic vision for Product Support
- Formulate strategic plans & initiative to enhance support processes, ensuring alignment with the business goals & customer expectations
- Collaborate with cross functional teams to integrate support strategic with Product Development, QA & marketing efforts
- Continuously evaluate industry trends, customer & supplier feedback & market dynamics to refine & adapt the support strategy as needed
- Oversee the design of educational programs & resources to enhance the knowledge & capabilities of customers, suppliers & internal users

**Business KPIs & OKRs**
- Develop & implement a comprehensive (KPI) system for the Product Support teams, including identifying relevant metrics, designing frameworks, establishing measurement criteria & fostering stakeholder involvement
- Monitor the effectiveness of educational programs through feedback mechanisms & performance metrics, iterating on strategies to improve engagement & knowledge retention

**Team Development & Leadership**
- Review and develop management team and leads through performance management and training initiatives, providing coaching & support to enhance team effectiveness

**Continuous Improvements & Automation**
- Promote a culture of continuous improvement & automation. Monitor and evaluate pilots and testing of new approaches

**Qualifications** Your Knowledge, Skills and Abilities**

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications,
- Extensive experience (15+ years) of experience in technical support or support delivery, with at least 8+ years in a management role with demonstrated impact
- managing global teams is a benefit
- A strategic problem solver, able to come up with out of the box solutions that drive efficiency, enable scale and delivery on customer and internal performance metrics
- Strong expertise in data analysis & data visualization for informed decision-making & strategic insights
- Advanced proficiency in MS Office Suite & Google Applications particularly MS Excel & G Sheets, to optimize team cohesion & productivity

**Additional Information** Life at Assent**

**Wellness**:We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

**Financial Benefits**: It’s not all about the money - well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

**Life at Assent**:There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

**Lifelong Learning**: At Assent, curiosity is not only

  • Associate Director, Evidence Delivery

    2 months ago

    Ottawa, Canada Director File Full time

    Join Our Team as an Evidence Delivery Associate DirectorTFS HealthScience is a leading global mid-size Contract Research Organization (CRO) that partners with biotechnology and pharmaceutical companies throughout their entire clinical development journey. Our expertise includes full service-capabilities, resourcing and Functional Service (FSP)...

  • Associate Director, Evidence Delivery

    2 months ago

    Ottawa, Canada Director File Full time

    Join Our Team as an Evidence Delivery Associate DirectorTFS HealthScience is a leading global mid-size Contract Research Organization (CRO) that partners with biotechnology and pharmaceutical companies throughout their entire clinical development journey. Our expertise includes full service-capabilities, resourcing and Functional Service (FSP)...

  • Global Supply Chain Director

    3 weeks ago

    Ottawa, Ontario, Canada Nanometrics Full time

    Global Supply Chain DirectorAbout UsNanometrics is a leading provider of seismic technology solutions, offering monitoring systems and equipment for studying artificial and natural seismicity globally. Our comprehensive solutions include seismic arrays, tsunami and earthquake warning systems, and monitoring for the energy sector. We provide integrated...

  • Program Director

    2 weeks ago

    Ottawa, Canada Insight Global Full time

    Day-to-Day Insight Global is hiring for a Front Desk/Program Director for one of our clients in the Ottawa. In this role, you play a pivotal role in showcasing the exceptional value of our client's programs, aligning with their reputation as the premier martial arts and leadership development acad

  • Global Study Director

    2 weeks ago

    Ottawa, Canada TFS HealthScience Full time

    Join Our Team as a Global Study Director TFS HealthScience is a leading global mid-size Contract Research Organization (CRO) that partners with biotechnology and pharmaceutical companies throughout their entire clinical development journey. Our expertise includes full service-capabilities, resourcing and Functional Service (FSP) solutions. About this...

  • Global Study Director

    2 weeks ago

    Ottawa, Canada TFS HealthScience Full time

    Join Our Team as a Global Study Director TFS HealthScience is a leading global mid-size Contract Research Organization (CRO) that partners with biotechnology and pharmaceutical companies throughout their entire clinical development journey. Our expertise includes full service-capabilities, resourcing and Functional Service (FSP) solutions. About this...

  • Global Study Director

    2 weeks ago

    Ottawa, Canada TFS HealthScience Full time

    Join Our Team as a Global Study Director TFS HealthScience is a leading global mid-size Contract Research Organization (CRO) that partners with biotechnology and pharmaceutical companies throughout their entire clinical development journey. Our expertise includes full service-capabilities, resourcing and Functional Service (FSP) solutions. About this...

  • Program Director

    6 days ago

    Ottawa, Ontario, Canada Insight Global Full time

    Program Director OpportunityInsight Global is seeking a highly skilled Program Director to join our team in Ottawa. As a key member of our team, you will play a pivotal role in showcasing the exceptional value of our client's programs, aligning with their reputation as the premier martial arts and leadership development academy in the city.Key...

  • Program Director

    6 days ago

    Ottawa, Ontario, Canada Insight Global Full time

    Program Director OpportunityInsight Global is seeking a highly skilled Program Director to join our team in Ottawa. As a key member of our team, you will play a pivotal role in showcasing the exceptional value of our client's programs, aligning with their reputation as the premier martial arts and leadership development academy in the city.Key...

  • Global Study Associate Director

    2 days ago

    Ottawa, Ontario, Canada TFS HealthScience Full time

    Global Study Associate DirectorWe are seeking a highly skilled and experienced Global Study Associate Director to join our team at TFS HealthScience. As a key member of our Study Management department, you will be responsible for leading cross-functional study teams and providing guidance to ensure successful study delivery.Key Responsibilities:Lead and...

  • Global Study Associate Director

    3 days ago

    Ottawa, Ontario, Canada TFS HealthScience Full time

    Global Study Associate DirectorWe are seeking a highly skilled and experienced Global Study Associate Director to join our team at TFS HealthScience. As a key member of our Study Management department, you will be responsible for leading cross-functional study teams and providing guidance to ensure successful study delivery.Key Responsibilities:Lead and...

  • Program Director

    2 weeks ago

    Ottawa, Canada Insight Global Full time

    Day-to-DayInsight Global is hiring for a Front Desk/Program Director for one of our clients in the Ottawa. In this role, you play a pivotal role in showcasing the exceptional value of our client's programs, aligning with their reputation as the premier martial arts and leadership development academy in the city of Ottawa. Your expertise will not only welcome...

  • Program Director

    18 hours ago

    Ottawa, Canada Insight Global Full time

    Day-to-DayInsight Global is hiring for a Front Desk/Program Director for one of our clients in the Ottawa. In this role, you play a pivotal role in showcasing the exceptional value of our client's programs, aligning with their reputation as the premier martial arts and leadership development academy in the city of Ottawa. Your expertise will not only welcome...

  • Program Director

    2 weeks ago

    Ottawa, Ontario, Canada Insight Global Full time

    **Job Summary**Insight Global is seeking a highly skilled and experienced Program Director to join our team. As a key member of our organization, you will play a pivotal role in showcasing the exceptional value of our programs and services.**Key Responsibilities**• **Exceptional Communication**: Demonstrate impeccable communication skills, with the ability...

  • Program Director

    2 weeks ago

    Ottawa, Ontario, Canada Insight Global Full time

    **Job Summary**Insight Global is seeking a highly skilled and experienced Program Director to join our team. As a key member of our organization, you will play a pivotal role in showcasing the exceptional value of our programs and services.**Key Responsibilities**• **Exceptional Communication**: Demonstrate impeccable communication skills, with the ability...

  • Program Director

    1 week ago

    Ottawa, Canada Insight Global Full time

    Day-to-Day Insight Global is hiring for a Front Desk/Program Director for one of our clients in the Ottawa. In this role, you play a pivotal role in showcasing the exceptional value of our client's programs, aligning with their reputation as the premier martial arts and leadership development academy in the city of Ottawa. Your expertise will not only...

  • Global Study Associate Director

    2 days ago

    Ottawa, Ontario, Canada TFS HealthScience Full time

    {"title": "Global Study Associate Director", "description": "Job SummaryWe are seeking a highly skilled Global Study Associate Director to join our team at TFS HealthScience. As a key member of our Study Management department, you will be responsible for leading cross-functional study teams and providing guidance to ensure successful study delivery.Key...

  • Global Study Associate Director

    2 days ago

    Ottawa, Ontario, Canada TFS HealthScience Full time

    {"title": "Global Study Associate Director", "description": "Job SummaryWe are seeking a highly skilled Global Study Associate Director to join our team at TFS HealthScience. As a key member of our Study Management department, you will be responsible for leading cross-functional study teams and providing guidance to ensure successful study delivery.Key...

  • Program Director

    2 weeks ago

    Ottawa, Canada Insight Global Full time

    Day-to-DayInsight Global is hiring for a Front Desk/Program Director for one of our clients in the Ottawa. In this role, you play a pivotal role in showcasing the exceptional value of our client's programs, aligning with their reputation as the premier martial arts and leadership development academy in the city of Ottawa. Your expertise will not only welcome...

  • Program Director

    1 week ago

    Ottawa, Canada Insight Global Full time

    Day-to-DayInsight Global is hiring for a Front Desk/Program Director for one of our clients in the Ottawa. In this role, you play a pivotal role in showcasing the exceptional value of our client's programs, aligning with their reputation as the premier martial arts and leadership development academy in the city of Ottawa. Your expertise will not only welcome...