Senior Manager

1 month ago

Brossard, Quebec, Canada ACUITY BRANDS LIGHTING, INC Full time

At Distech Controls, we're committed to delivering exceptional customer experiences that drive business success. As our Senior Director Global Support, you'll play a pivotal role in shaping our customer-centric culture and ensuring seamless support operations worldwide.

This leadership position requires a seasoned professional with a proven track record in customer support and service management. You'll oversee our global support teams, including technical support, customer service, and inside sales, and establish a unified approach to customer service across all regions.

Key responsibilities include:

  • Providing strategic leadership and direction to global support teams
  • Managing CX Directors and the CX Enablement Director to ensure effective tool deployment and customer interaction enhancement
  • Developing and tracking key performance indicators (KPIs) for customer support and experience
  • Establishing and enforcing consistent standards and processes across customer-facing teams
  • Serving as the main point of contact for all customer support matters

To succeed in this role, you'll need:

  • A Bachelor's degree in business administration, management, or a related field
  • Minimum 10 years of experience in customer support or service management, with at least 5 years in a senior leadership role
  • Demonstrated ability to manage multiple teams across different disciplines and geographies
  • Exceptional problem-solving skills and decision-making abilities
  • Bilingual French and English language proficiency

As a valued member of our team, you'll enjoy a modern work environment, competitive salaries and benefits, and opportunities for career growth and development. If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply for this exciting opportunity.

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