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Director, Product Support

4 months ago

Ottawa, Canada Assent Full time
Job Description

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.  

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

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 valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact talent@assent.com and we will be happy to help.