Senior Director of Digital Technology for Customer Support

Description -

Job Summary:
The Senior Director of Digital Technology for Customer Support is responsible for leading the strategy, product direction, and transformation of digital technologies that support customer service delivery. This role oversees a portfolio of customer support technologies, products, and related sub-domains that enable consistent, scalable experiences across digital and assisted channels, including CCaaS as a key example. Working as part of a broader leadership team, this Senior Director is accountable for driving business outcomes through value-stream orchestration, close partnership with Customer Support and HPS operations, and alignment across product, solution, architecture, and delivery teams. The successful candidate will bring strong technology and product leadership experience, demonstrated success leading complex transformation initiatives, and the ability to apply industry benchmarks and emerging practices to improve customer experience, operational performance, and innovation.

Responsibilities:
• Strategy and Transformation Leadership: Develop and execute the digital technology strategy for customer support, with a focus on business transformation, scalability, AI enablement, and improved customer and agent experiences across digital and assisted channels. Use industry benchmarks and market practices to inform roadmap, investment, and capability decisions.
• Team and Value Stream Leadership: Lead a team responsible for multiple customer support technology products and sub-domains. Provide direction across product management, solution management, solution architecture, and business engagement activities, while ensuring alignment to business priorities, delivery objectives, and value-stream outcomes.
• Business Engagement and Demand Management: Partner with business stakeholders to shape demand, translate requirements into technology and product priorities, and ensure solutions align with operational goals and strategic business needs. Support change management, adoption, and organizational readiness across customer support environments.
• Product and Solution Management: Oversee product and solution management for customer support technologies to deliver modern, reliable, and efficient experiences. Drive improvements in omnichannel support, workflow orchestration, self-service capabilities, and AI-enabled tools to enhance service effectiveness, productivity, and customer satisfaction.
• Portfolio, Performance, and Operational Excellence: Manage the customer support technology portfolio with accountability for value realization, performance measurement, cost management, compliance, and continuous improvement. Ensure solutions are secure, resilient, and aligned with organizational standards and business objectives.
• Cross-Functional Partnership and Governance: Work closely with platform and horizontal teams, including delivery, Data & AI, operations, security, UI/UX, FinOps, change management, and governance functions, to ensure customer support technologies are effectively designed, delivered, and operated in alignment with enterprise standards.

Education & Experience:
• Graduate degree in Computer Science, Information Technology, Business Administration, Engineering or a related field required; master's degree or MBA preferred.
• Minimum of 10 years of progressive experience in customer support technology, contact center operations, digital transformation, CRM modernization, or enterprise customer engagement environments
• Hands-on experience with digital support operations, omnichannel service models, CCaaS and CRM platforms, and integration of AI enabled capabilities
• Demonstrated success leading large-scale business and technology transformation initiatives across global or multi-site environments, including complex programs and cross-functional teams
• Experience working with compliance frameworks and managing data privacy and residency requirements in customer-facing operations.
• Proven ability to deliver measurable improvements in customer experience, operational efficiency, user adoption, service quality, and related business performance indicators
• Multilingual capabilities and experience managing international teams an asset

Preferred Certifications
• Certification in project management (PMP, PRINCE2), Agile, or ITIL considered an asset.

Knowledge & Skills:
Technical and Functional Expertise:
• Strong knowledge of digital contact center technologies, customer support platforms, and product-led technology strategies
• Experience with CCaaS capabilities, including digital routing, telephony, agent tools, virtual assistants, workflow orchestration, integrations, and related platform services
• Knowledge of authentication, validation, self-service, and customer interaction technologies
• Ability to assess, benchmark, and implement technologies aligned with industry standards and evolving business requirements

AI, CRM, and Transformation Experience:
• Demonstrated experience implementing AI-enabled tools, generative AI use cases, workflow orchestration, and analytics capabilities in customer service environments
• Proven success leading CRM modernization, platform transitions, phased retirements, or large-scale transformation initiatives with strong focus on cost, dependencies, and compliance

Leadership, Communication, and Change Management:
• Strong stakeholder management and change leadership skills, with the ability to support adoption across business, operational, and technical teams
• Excellent communication, collaboration, and influencing skills, with the ability to engage effectively at senior leadership levels

Execution and Performance Management:
• Strong analytical and problem-solving skills, with the ability to interpret data, measure performance, and identify improvement opportunities
• Ability to manage multiple priorities, programs, and stakeholders in a complex, fast-paced environment

Core Competencies:
• Strategic Leadership & Transformation: Provides visionary leadership and drives transformative execution for large-scale digital technology and business transformation in customer support and contact center environments, with clear accountability for value-stream outcomes and orchestration.
• Technology, Product & Innovation: Deep expertise in CCaaS platforms, digital support technologies, product and solution leadership, AI integration, and evaluation of emerging capabilities. Skilled at benchmarking against industry standards, shaping roadmaps, and guiding innovation in partnership with platform and business teams.
• Change Management & Collaboration: Proficient in leading cross-functional teams through complex transitions, facilitating training, user adoption, stakeholder engagement, and effective communication with senior leadership.
• Project & Program Management: Experienced in managing projects and programs, including planning, budgeting, risk management, and resource allocation in dynamic environments.
• Compliance & Customer Focus: Knowledgeable of compliance, data residency, and privacy best practices. Prioritizes customer needs, delivers exceptional service, and adapts to evolving technologies and market demands.

Impact & Scope:
• Impacts multiple functions and may act as a lead to peers on cross-functional project teams working to establish and execute business goals. Complexity
• Contributes to the development of company objectives and achieves goals through subordinate high-level individual contributors and managers.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

The pay range for this role is $210,150 to $320,250 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Job -
Engineering

Schedule -
Full time

Shift -
No shift premium (United States of America)

Travel -
25%

Relocation -
Yes