Director, Customer Support

Director, Customer Support Services

At our company Animal Health, we deliver innovative health solutions that advance the prevention and treatment of diseases in animals. We are seeking a Director, Customer Support Services to provide strategic leadership that elevates operational efficiency and drives customer success. Reporting to the Executive Director of Channel Operations and Engagement, this individual will lead a team that will champion cross-functional improvements, project execution, and IT-enabled enhancements to our customer support systems and processes. If you are passionate about boosting customer satisfaction through operational excellence within the channel and have a proven track record in leadership, project management, and partnering with IT, we invite you to join our dynamic team.

Responsibilities :

• Provide leadership and strategic direction to ensure the highest level of customer support and operational efficiency.
• Develop a strategic plan to develop a digital self-service and automation path forward with clear performance targets and governance.
• Be a visionary for automation for our channel business by driving IT initiatives that gain automation and efficiency.
• Lead a team that maintains accurate project tracking, customer account records, and supporting documentation.
• Act as point for operational escalations; coordinate cross-functional response and customer communications.
• During system incidents or service disruptions, lead triage, ensure status updates for customers and internal reps, document impact, and drive post-incident reviews.
• Oversee and be accountable for the performance and results of the Customer Support department inclusive of strategy and project management.
• Develop and execute functional business plans.
• Leverage relationships with internal stakeholders and customers to support business needs and enhance customer satisfaction.
• Apply business and management expertise to drive financial and operational performance across the Customer Support department.
• Direct the resolution of highly complex or unusual customer service-related issues and business problems.
• Partner with IT and Regional Operations to drive clear end to end integrations ensuring reliability, data quality, and user adoption to give a best-in-class customer experience.
• Lead root-cause analysis for system-related customer issues and drive corrective actions with internal stakeholders.
• Ensure the department achieves its goals by developing and implementing short- and long-term plans that align with the overall North American organization and Animal Health divisional strategies.
• Oversee the provision of technical knowledge, advice, and support to sales representatives, resellers, and customers during the sales process and post-sales / implementation.
• Lead a team that maintains accurate project tracking, customer account records, and supporting documentation.
• Ensure timely completion of work orders to meet customer needs.
• Foster a customer-centric culture within the business, ensuring that customers receive the best possible service.

Qualifications :

Education Requirements :

Required Skills :

Preferred Skills :

U.S. Hybrid Work Model :

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".

Salary Range :

The salary range for this role is $0.00 - $0.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits.