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-focused culture and ensuring seamless support operations worldwide.

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

You'll directly manage regional CX Directors and the CX Enablement Director, setting regional goals and ensuring consistent high-quality customer experience across all markets. Your expertise will be instrumental in building and maintaining a high-performance management team, hiring and mentoring new talent, and providing career development planning and opportunities.

Key responsibilities include:

  • Developing and tracking key performance indicators (KPIs) for all aspects of customer support and experience
  • Establishing and enforcing consistent standards and processes across all customer-facing teams
  • Serving 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

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 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

We're looking for a bilingual French and English speaker with a valid passport for traveling. If you're passionate about delivering exceptional customer experiences and have a proven track record of success in a similar role, we encourage you to apply.

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