Role Summary and ExpectationsRecognized for building scalable technical support operation strategy that balances customer advocacy with business objectives, leveraging data-driven insights to identify systemic issues, improve product quality, and enhance the overall customer experience.
Experienced in managing high-profile customer situations, executive communications, crisis response, and service recovery strategies that protect revenue, improve retention, and increase customer satisfaction. Strong leader with a passion for operational excellence, continuous improvement, and fostering a customer-centric culture that delivers measurable business outcomes and delivers best in class customer experience.
Essential Job Functions and Responsibilities- Strategic Leadership: Sets the global vision and roadmap for technical support operations to align with company growth goals.
- Customer Advocacy: Represents the voice of the customer across product, engineering, and sales teams to fix recurring technical bugs
- Customer Escalation Management: Define/own the process andlead executive customer escalation management by driving rapid resolution of critical customer issues, aligning cross-functional teams, and strengthening customer trust through proactive communication, risk mitigation, and resolution.
- Operational Excellence: Identifies operational efficiencies and improvements to end-to-end support workflows, tools, and ai/automation to boost team efficiency, reduce response times and increase customer satisfaction.
- Team Development: Mentors support leaders, build career paths, and fosters a high-performing, inclusive culture.
- Cross-Functional Collaboration: Partners with product management and engineering to prioritize bug fixes and feature requests based on customer impact data.
- Compliance Management (Brand): Lead compliance reporting management by establishing governance frameworks, ensuring reporting accuracy and brand adherence.
- Financial Management: Manages the department operating budget, software tool licensing costs, and staffing models both internal and outsourced. Ensures minimal annual productivity levels are clearly measured and achieved.
Additional Responsibilities / Deliverables- Delivers hospitality brand compliance and support reporting
- Special Projects / Company Initiatives as assigned
Core KPIs / Metrics- Companywide NPS and support related churn
- Operational SLAs per outsourced partner contracts (i.e. Average Handle Time (AHT), First Contact Resolution (FCR))
- Headcount staffing coverage, productivity and performance management
- Proactive monitoring and case creation
- Cost of Service margin
- Warranty margin
- Time & Material (T&M) revenue forecasting and margin (forecast and actual)
Requirements- Successful completion of a bachelor's degree from an accredited university (or international equivalent).
- Minimum of 7 years of customer support roles with increasing leadership responsibilities.
- At least 7 years of experience in Managed Services, Data-Networking, Voice and Video
- Must be able to work effectively as a leader in a fast paced, and high-volume work environment, operating with an elevated level of detail and conscientiousness. Uses latest information or approaches to overcome major resistance or objections.
- Demonstrates technical and/or professional proficiency in call center operations
- Must possess excellent written and verbal communication skills, both technically and interpersonally.
- Clearly communicates timelines and expectations to team members, making decisions in a timely manner.
- Demonstrated aptitude to become proficient in and to meet and / or exceed job expectations operating with a willingness to learn and gain proficiency.
- Proven ability to understand and apply company resources in accordance with company policy, standards, and best practices.
- Must have a demonstrated ability to operate with a high sense of urgency, professionalism, integrity, collaboration, and ethics.
- Supports the team in building value through creativity and ingenuity, providing leading edge and cost-effective solutions considering new methods to drive improved customer experiences.
- Demonstrated intermediate to advanced level PC skills with the ability to effectively operate within a Windows Operating System and Windows based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project. Preference to have intermediate level Salesforce, NetSuite, experience
- Must be able to travel as needed up to 10%
Workplace Benefits We OfferIn addition to earnings and other incentives Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes:
- Medical and Prescription options, Dental, Orthodontics and Vision Plans
- Rich HSA company-funded options and Flexible Spending accounts
- 100% Company paid premiums for Short Term Disability
- Life and Accidental Death and Dismemberment insurance Plan options
- Supplemental Insurance Plan options
- 401(k) Profit-Sharing Retirement plan
- Flexible Paid Time Off after 60 days of employment
- Paid Holidays, per Employee Handbook
- Great workplace culture that embodies our values
