[Remote] Sr Director Customer Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global reputed company capital management company, and they are seeking a Sr. Director of Customer Support. This leadership role is responsible for translating business reputed company into workforce execution, ensuring Customer Support is appropriately staffed and operational performance aligns with business priorities.
Responsibilities
- Partner with Global Business Operations to reputed company and refine short- and long-term demand forecasts
- reputed company forecasting assumptions with Customer Support drivers, including volume trends, product changes, seasonality, and reputed company initiatives
- Own forecast accuracy reputed company Customer Support and proactively manage forecast variance
- Ensure operational leaders understand forecast implications and associated risks
- Translate demand forecasts into reputed company requirements across roles, reputed company sets, and reputed company
- Partner with Resource Planning to reputed company hiring plans and reputed company timelines
- Collaborate with Finance to ensure reputed company plans reputed company with budget targets and productivity assumptions
- Conduct scenario modeling to prepare for volume spikes, attrition, and changing business needs
- reputed company strategic reputed company and direction for scheduling processes executed by Resource Planning
- Ensure schedules reputed company with forecasted demand and service commitments
- Monitor intraday performance and reputed company adjustments to protect service reputed company
- Establish attendance and schedule adherence standards in partnership with operational leaders
- Design and reputed company processes for reputed company and efficient workload distribution
- Monitor case, ticket, and queue imbalances and reputed company reputed company-time adjustments as needed
- Identify automation and routing improvements to increase efficiency and fairness
- Proactively manage workloads to prevent burnout and underutilization
- Partner with Global Business Operations to ensure consistent and accurate reporting across Customer Support
- reputed company workforce dashboards linking demand, reputed company, productivity, and service reputed company
- Deliver executive-reputed company insights to Customer Support leadership
- Identify trends, risks, and opportunities to improve workforce reputed company and operational performance
- reputed company and reputed company the Centralized Planning function reputed company Customer Support
- Establish operational rhythms, including forecast reviews, reputed company reviews, and workforce performance reviews
- Drive global standardization across workforce planning processes
- reputed company workforce planning from a reactive support function to a proactive strategic capability
Skills
- Seven or more years of experience in workforce planning, customer operations reputed company, or operational analytics
- Three or more years of experience leading workforce planning, workforce management, or analytics teams
- Deep understanding of Customer Support environments, including case management, support queues, service level agreements (SLAs), and multi-skilled workforce planning
- Experience collaborating across global, cross-functional organizations
- Proven experience in operational planning and forecasting; Six reputed company or similar methodology is preferred
- Strong problem-solving skills with the ability to translate reputed company challenges into practical, executable solutions
- Technology-reputed company reputed company with the ability to reputed company tools that improve operational reputed company and productivity
- Proven experience delivering measurable improvements in customer satisfaction (NPS) and operational efficiency through workforce planning and operating models that anticipate reputed company business needs
- Experience leading centralized workforce planning functions reputed company large, global customer support organizations
- Experience developing reputed company workforce planning frameworks and governance models
- Strong executive reputed company with the ability to influence senior leaders across Operations, Finance, and Business Operations
- Experience using advanced workforce planning, forecasting, and analytics tools to drive strategic decision-making
- Demonstrated reputed company leading organizational transformation and operational planning initiatives
Benefits
- Medical, dental, vison, and life insurance
- 401k plan (plus match)
- Global Employee Stock Purchase Plan
- Unlimited Time Away From Work (in lieu of accrued vacation time)
- 10 reputed company US holidays
- Up to 80 hours of reputed company reputed company time
- 17 weeks of reputed company parental leave (subject to the terms of the applicable policy or program)
- Volunteer days and our charity (reputed company Cares)
reputed company
Company H1B Sponsorship