Senior Manager, Content Planning

4 weeks ago

Québec, Quebec, Canada ACUITY BRANDS LIGHTING, INC Full time
Senior Director Global Support

Distech Controls, a leading provider of building solutions, is seeking a seasoned professional to lead our global customer support operations. As Senior Director Global Support, you will be responsible for overseeing the overall customer experience, managing technical support, customer service, and inside sales teams, ensuring strategic alignment of customer experience initiatives across all regions.

Key Responsibilities:
  • Provide strategic leadership across global support teams, including technical support, customer service, and inside sales.
  • Establish and maintain a customer-focused culture that directly impacts the success of the overall organization.
  • Manage CX Directors, setting regional goals and ensuring consistent high-quality customer experience across all markets.
  • Develop and track key performance indicators (KPIs) for all aspects of customer support and experience, using data-driven insights to drive improvements.
  • Serve as the main point of contact for all matters related to customer support, collaborating with other senior leaders to integrate customer support with broader business strategies.
Requirements:
  • 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 overseeing large, distributed teams.
  • Demonstrated ability to manage multiple teams across different disciplines and geographies.
  • Exceptional problem-solving skills and the ability to make decisions based on accurate and timely analysis.
  • Bilingual French and English, with a valid passport for traveling.

Distech Controls is a subsidiary of Acuity Brands Lighting, Inc., and as such, we share a global recruitment system. The data you provide will be stored and subject to the laws of the United States of America.

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