Senior Manager

1 month ago


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

Distech Controls, a leading provider of intelligent building solutions, is seeking a highly experienced Senior Director Global Support to lead our comprehensive customer support operations worldwide.

This pivotal role encompasses overseeing the overall customer experience, managing technical support, customer service, and inside sales teams, ensuring the strategic alignment of our customer experience initiatives across all regions.

As the senior leader, you will directly manage the regional CX Directors and the CX Enablement Director, shaping the policies and practices that define our customer interactions globally.

Key Responsibilities:
  • Provide strategic leadership across global support teams, including technical support, customer service, and inside sales.
  • Establish and maintain a successful customer-focused culture at Distech Controls that directly impacts the success of the overall organization.
  • Manage the CX Enablement Director to ensure the deployment of effective tools and strategies that enhance customer interactions.
  • Develop and track key performance indicators (KPIs) for all aspects of customer support and experience.
  • Serve as the main point of contact for all matters related to customer support.
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: to serve clients and external service providers across Canada and USA.

Distech Controls Inc. is owned by Acuity Brands Lighting, Inc., and we share a global recruitment system on which the data you provide will be stored, and which will be subject to the laws of the United States of America.


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