Quantum

Sr Dir Service

Quantum • $160K — $200K *
Centennial, CO 80015In-Person
Enterprise Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 7+ years in customer support leadership, preferably in a technology environment.
  • Proven experience managing global, distributed teams.
  • Strong data-driven decision-making and operational optimization skills.
  • Familiarity with AI and automation solutions in customer service.
  • Excellent relationship management and negotiation capabilities.

Responsibilities

  • Lead global customer and technical support teams across time zones.
  • Develop regional leaders and foster a collaborative, high-performance culture.
  • Build scalable structures and performance management frameworks.
  • Drive operational excellence using data analytics and KPI management.
  • Engage directly with customer interactions to impact frontline operations.
  • Manage high-priority escalations and operational challenges personally.
  • Oversee consistency in onboarding and professional service delivery.

Benefits

  • Flexible work environment with remote options.
  • Opportunities for travel to regional offices for team engagement.
  • Career development programs and continuous training initiatives.
  • Inclusive culture promoting accountability and collaboration.
  • Access to cutting-edge technologies and methodologies.
Full Job Description
This role requires an executive who is equally comfortable defining long-term strategy and rolling up their sleeves to resolve customer escalations, optimize processes, and improve day-to-day operations. The ideal candidate has extensive experience leading global, distributed teams in a technology environment and is passionate about using data, automation, and AI to continuously improve the customer experience.

Key Responsibilities

Global Support & Services Leadership
  • Lead global Customer Support, Technical Support, Professional Services, and Implementation teams across multiple regions and time zones.
  • Manage and develop regional leaders while fostering a high-performance, customer-first culture built on accountability, collaboration, and continuous improvement.
  • Build scalable organizational structures, career development programs, and performance management frameworks that support global growth.
  • Drive operational excellence through data-driven decision making, KPI management, workforce planning, and process optimization.
  • Maintain a hands-on leadership style by regularly reviewing customer interactions, shadowing support teams, analyzing case trends, and engaging directly with frontline operations.
  • Personally lead high-priority customer escalations, major incidents, and operational challenges when necessary.
  • Travel to regional offices to strengthen team engagement, evaluate operations, and support organizational development.

Professional Services & Customer Delivery
  • Oversee global onboarding, implementation, and professional services delivery to ensure consistent execution and customer success.
  • Monitor project health, delivery milestones, utilization, and customer outcomes to proactively identify and mitigate delivery risks.
  • Ensure accurate forecasting, resource planning, and On-Time Delivery (OTD) across all services engagements.
  • Partner closely with Sales, Customer Success, and Product organizations to accelerate customer time-to-value and improve adoption.

AI, Automation & Operational Transformation
  • Develop and execute the global vision for AI-enabled customer support, intelligent automation, and case deflection.
  • Identify opportunities to improve service efficiency through self-service, workflow automation, knowledge management, and AI-powered support capabilities.
  • Establish operational metrics that measure the effectiveness of automation initiatives while improving customer satisfaction and reducing operational costs.
  • Continuously evaluate emerging technologies that enhance customer experience and employee productivity.

Global Partner & Service Delivery Strategy
  • Develop and execute the global partner strategy for spare parts logistics, third-party technical support, and field installation services.
  • Evaluate, onboard, and manage regional service partners, distributors, and installation providers to ensure consistent global service quality.
  • Negotiate and manage partner contracts, service level agreements (SLAs), and performance expectations.
  • Collaborate with supply chain and operations teams to optimize spare parts forecasting, inventory planning, and global service availability.
  • Personally manage strategic partner relationships, executive business reviews, contract renewals, and performance improvement initiatives.
  • Regularly assess build-versus-buy strategies for regional service delivery and recommend investments that improve customer outcomes and operational efficiency.

Operational Excellence & Cross-Functional Leadership
  • Own global operational performance metrics including Customer Satisfaction (CSAT), Net Promoter Score (NPS), SLA attainment, response times, resolution times, backlog health, utilization, and time-to-value.
  • Deliver executive reporting and operational insights that identify trends, risks, and opportunities across all regions.
  • Partner closely with Product Management and Engineering to prioritize product improvements based on customer feedback, case analytics, and recurring technical issues.
  • Collaborate with Finance, Human Resources, Legal, Sales, and Customer Success to support strategic planning, budgeting, workforce management, and global compliance.
  • Champion continuous improvement initiatives that increase scalability, improve customer outcomes, and enhance operational efficiency.


About Quantum

Quantum Corporation is a data storage company headquartered in San Jose, California. The company provides solutions for storing and managing digital data, including backup and recovery, archive, and data management. Quantum Corporation operates in two business segments: Scale-out Storage and Data Protection and Scale-out Storage and Data Management. The company's products are used by businesses and organizations in a variety of industries, including media and entertainment, healthcare, and government. Quantum Corporation was founded in 1980 and has grown to become a leading provider of data storage solutions.
Learn more about Quantum
Size
905 employees
Market Cap
$105.2 million
Industry
Information Technology
Net Income
-$21.8 million
Founded
1980
5 Year Trend
-5.4%
Revenue
$345.3 million
NASDAQ
QMCO
* Ladders Estimates

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