Senior Director of Customer Experience

Job Summary

Leading the global strategy and operations for enterprise Order Management Systems (OMS), the full-time Senior Director of Customer Experience will manage support teams, drive operational excellence, and ensure the performance and scalability of mission-critical platforms in a remote environment.

Key responsibilities

• Define and execute the global support strategy for Level 1, Level 2, and Level 3 OMS support operations
• Lead 24x7 support teams, focusing on organizational design, staffing, and capacity planning
• Establish and govern support operating models, processes, and best practices across regions

Required qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field
• 12+ years of experience in enterprise software support, operations, or managed services, including leadership of global support organizations
• 5+ years of experience leading managers and geographically distributed teams
• Deep experience supporting OMS platforms such as Infios OM, Manhattan, or similar enterprise commerce solutions
• Proven experience managing Level 1, Level 2, and Level 3 support functions in a global environment