Director of Support

Location

Plano, Texas

Responsibilities

•    Oversee the day-to-day activities of the support department to ensure the company and departmental standards for customer service are maintained.
•    Responsible for overseeing the management of the department expenses.
•    Develop and implement strategic initiatives (i.e. value-added offerings to clients) to improve service excellence and maximize profitability.
•    Develop and implement procedures which are pertinent to the effective and efficient operation of the support department.
•    Set performance standards and develop metrics to ensure the department meets the goals of the division and company.
•    Ensures client satisfaction and issue resolution and serves as an escalation point for support issues.
•    Coordinate with Client Success on support and client health trends, on an individual client and business perspective.
•    Recruit, develop and retain individuals with skills, attitude, and experience necessary to enable the organization to meet commitments.
•    Coach and mentor direct reports, peer level, and management bound employees.
•    Ensure timely responses to RFP’s, contract reviews for funding and legal requirements, and contract negotiations for areas of responsibility.
•    Reviews significant deliverables, which are linked to contractual liabilities and/or likely to have an impact on client perceptions, or services.
•    Ensure compliance with administrative, legal and regulatory requirements of governmental and accrediting agencies relative to support services.
•    Prepare the support team for new product and major software releases.
•    Identify and recommend strategies and best practices to reduce costs and improve service delivery.
•    Performs other job-related duties and responsibilities as may be assigned from time to time.   

Scope and Impact 

The scope and impact of the Director of Support is considerable. The Director of Support is responsible for maintaining client satisfaction while at the same time supporting the client within the boundaries of the contract.  This individual is responsible for managing the department’s staff of 70+ members spread across multiple teams and supporting over 200 active clients.  The responsibilities also include managing the service goals for customer support ensuring staff are adequately trained to resolve over 100,000 customer tickets and 75,000 chats across 3 primary teams that the support center receives annually in an accurate and timely manner.     

Complexity

The individual must be able to:
•    Demonstrate excellent partnering, negotiation, and communication skills.
•    Demonstrate the ability to influence and direct and to set technical and strategic direction at the department and division level.
•    Demonstrate the ability to effectively balance the desire for “best practice” technical solutions with the current realities of the business environment.
•    Demonstrate the ability to deliver quality projects on time and within budget.
•    Work closely with executive management on critical issues and organizational policies.
•    Demonstrate ability to effectively handle extensive latitude for decision-making.
•    Effectively manage in an atmosphere where conflicting priorities are common.
•    Demonstrate accountability for productivity, revenue, timelines, and quality - all of which could potentially have conflicting goals.  
•    Demonstrate ability to deal with complex organizational issues, maintain an industry perspective and make appropriate trade-offs as required. 
•    Demonstrate an extensive knowledge of management/leadership principles. 
•    Demonstrate ability to effectively lead, support and influence others in the achievement of the mission to accomplish goals/objectives of the department and organization. 
•    Model desired organizational behavior as defined in the company values and leadership competencies. 
•    Cultivate, support, and promote an organizational culture that provides for high performance, high morale, integrity, teamwork, and work-life balance. 
•    Prepare and provide updates and recommendations to key stakeholders on the successes and challenges related to the department.
•    Fully participate in organizational processes/initiatives, i.e. performance management, interviewing, budgeting, training, etc.
•    Coach and develop people from an organization-wide perspective.    

Education, Experience and Special Skills

The individual must be able to:
•    Demonstrate excellent partnering, negotiation, and communication skills.
•    Demonstrate the ability to influence and direct and to set technical and strategic direction at the department and division level.
•    Demonstrate the ability to effectively balance the desire for “best practice” technical solutions with the current realities of the business environment.
•    Demonstrate the ability to deliver quality projects on time and within budget.
•    Work closely with executive management on critical issues and organizational policies.
•    Demonstrate ability to effectively handle extensive latitude for decision-making.
•    Effectively manage in an atmosphere where conflicting priorities are common.
•    Demonstrate accountability for productivity, revenue, timelines, and quality - all of which could potentially have conflicting goals.  
•    Demonstrate ability to deal with complex organizational issues, maintain an industry perspective and make appropriate trade-offs as required. 
•    Demonstrate an extensive knowledge of management/leadership principles. 
•    Demonstrate ability to effectively lead, support and influence others in the achievement of the mission to accomplish goals/objectives of the department and organization. 
•    Model desired organizational behavior as defined in the company values and leadership competencies. 
•    Cultivate, support, and promote an organizational culture that provides for high performance, high morale, integrity, teamwork, and work-life balance. 
•    Prepare and provide updates and recommendations to key stakeholders on the successes and challenges related to the department.
•    Fully participate in organizational processes/initiatives, i.e. performance management, interviewing, budgeting, training, etc.
•    Coach and develop people from an organization-wide perspective.