Senior Director of Customer Support

Job Summary

To drive operational excellence in customer support, the full-time salaried Senior Director of Customer Support will manage forecasting, capacity planning, scheduling, and performance reporting while collaborating with cross-functional teams to ensure effective staffing and service level maintenance.

Key responsibilities

• Partner with Global Business Operations to develop and refine demand forecasts and ensure operational leaders understand forecast implications
• Translate demand forecasts into staffing requirements and collaborate with Resource Planning and Finance on hiring plans and budget alignment
• Lead the Centralized Planning function, establishing operational rhythms and driving global standardization across workforce planning processes

Required qualifications

• Seven or more years of experience in workforce planning, customer operations strategy, or operational analytics
• Three or more years of experience leading workforce planning, workforce management, or analytics teams
• Deep understanding of Customer Support environments, including case management and service level agreements (SLAs)
• Proven experience in operational planning and forecasting, with Six Sigma or similar methodology preferred
• Strong executive presence with the ability to influence senior leaders across various functions