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Senior Director of Global Support Services
Ref No.: 18-04130
Location: Chicago, Illinois
Position Type:Direct Placement
Pay Rate : $ 150,000.00 - 175,000.00 /Year
The Senior Director of Global Support Services will lead a growing globally diverse B2C and B2B support organization comprised of 24x7 call center operations supporting a number of product lines.  In addition, the position will work with internal business functions to develop new services and offerings, as well as, to review existing ones.  This position reports to the VP, Global Operations and CIO.

Responsibilities and Duties
  • Institutes best practices and policies across the support services function.
  • Models and structures the staffing to provide 24x7 coverage and response.
  • Serves as a point of escalation to promptly address customer concerns.
  • Provides guidance, leadership, and goals for direct line managers and their teams.
  • Sets performance standards and drives for continued improvement.
  • Ensures that the support functions appropriately align to the needs of the business.
  • Partners with our Commercial organization to develop and implement customer support agreements.
  • Manages to the assigned budgetary guidelines.
  • Provides concise reporting and communications with regards to operating effectiveness.
All other responsibilities as may be assigned.
Qualifications
  • A minimum of a bachelor's degree in business or technology related fields is required.
  • Experience managing globally distributed teams is essential.
  • Strong communicator with effective presentation skills.
  • Avid problem solver.
  • Additional Information
  • Travel Requirements
  • Travel is currently expected to be less than 30% annually.  This percentage may change based on the needs of the company over time.