Director – Customer Experience & Service

Job Description

Position Summary

This key senior management position is responsible for overseeing all India activities relating to Customer Experience & Services in connection with the installation, maintenance, and ongoing support of company products. Services represents approximately 20% of company revenue. We are seeking a seasoned professional with the ability to scale enterprise solutions in support of our continued market growth. As a strategic leader, you will provide direction for development and delivery of all Service programs and initiatives applicable to the India market and collaborate closely with peers in other departments as well as the APAC region. Essential areas of responsibility include people leadership and development, budgeting, change management, and overall management for responsible teams.

Roles and Responsibilities

• Manage and direct the services team including development of leaders, goal setting, and goal tracking.
• Lead projects and initiatives focused on refining organization productivity and efficiency.  Drive best practices to ensure consistent, high quality and repeatable performance.
• Key member of India leadership team. Ability to influence internal/external stakeholders on matters of significance including strategic plans, objectives and budget.  Provide input into decisions on administrative and operational issues that ensures effective goal achievement.
• Establish collaborative working relationships and alignment with Sales, Marketing, Finance, Contracts and Engineering functions in support of meeting overall corporate and India business objectives.
• Leverage best-in-class service models to develop and deploy comprehensive strategies that include achieving service commitments, maximizing customer satisfaction, and optimizing operational costs.
• Attract, retain, and motivate a high-performance organization capable of delivering world-class levels of customer service and support. 
• Develop team and establish succession plan to ensure effective future organizational growth.
• Build workforce plan to ensure proper resources are in place to effectively support and resolve customer issues.

Qualifications

Skill/Job Requirements

• Bachelor's degree or equivalent in relative field, required
• Master’s degree in business administrative or related field, strongly preferred
• 12+ years of Operations, Customer Support and/or Field Service experience, required
• Strong business acumen, analytical thinker, initiative in decision making; ability to multi-task and adapt to change without losing focus of priority.
• Excellent interpersonal and communication skills, ability to influence at executive level across functions.
• Solid leadership skills and prior success building an organization with a track record of recruiting, motivating, and developing talent.
• A track record of milestone achievement, operational excellence and strong cross-functional skills.
• Strong understanding and working knowledge of SAP/CRM and Sales Force Information Systems.
• Excellent verbal and written communication skills.
• Fluent in English; other Asian languages a plus.
• Familiarity of O.R. protocols, anatomic terminology and knowledge a plus.
• Willing to travel up to 50% - 75%.

Other Expectations

• Occasional overseas travel required