The posting
Position Summary
The Director of Customer Support, US is a key strategic and operational leadership role responsible for the development, continuous improvement, and delivery of superior customer satisfaction to Carestream Dental DPMS customers across the US market. This role owns staff recruitment, vendor management, staff training development and deployment, key customer support initiatives, new product readiness, and defect prioritization in partnership with the product and development teams. The Director of Customer Support, US works closely with Remote Support and Support Services leaders in the US while partnering with the Director of Customer Support UK to ensure consistency in processes, knowledge, and skill development across the organization.
Specific Responsibilities / Tasks
- Strategically lead and develop a senior operational management team to enhance performance by setting clear, accountable goals and targets, and driving consistency across roles within the US organization and in coordination with global teams. Establish, communicate, and implement US Service operations policies, practices, standards, and security measures to ensure effective and consistent support and execution.
- Achieve US targets for service KPIs (response, resolution, customer satisfaction measures) and lead a continuous improvement culture around these metrics, ensuring efficient and cost-effective systems that meet organizational needs. Work with direct reports to identify and implement quality and process improvement projects that improve customer satisfaction and identify productivity opportunities.
- Deliver exceptional customer service and act as the voice of the customer across the organization. Ensure departmental decisions and project plans — staffing, development, efficiency, and software enhancements — align with the organization's strategic business plan and vision.
- Own innovation and continuous service enhancement to deliver a white-glove experience for every customer across all DPMS platforms and products. Embrace corporate initiatives around AI technologies and enhancements. Proactively identify opportunities to elevate the customer journey, champion new tools, processes, and technologies that raise the bar on service quality, and ensure every touchpoint reflects a consistent standard of excellence — regardless of platform, product line, or customer segment.
- Own the US Customer Remote Support budget. Review and approve cost-control reports, cost estimates, and staffing requirements with business objectives in view. Drive contribution to business revenue by identifying and delivering project-related offerings and lead-generating activity within Remote Support interactions. Track and report on Remote Support profit center contributions.
- Use available data and root cause analytics to identify improvement opportunitie
- Drive team development and high morale through employee selection, appraisal, training, coaching, and counseling.
- Lead highly collaborative communication with all departments within DPMS to drive product and service improvement.
- Partner closely with other teams on areas of process and product improvement.
- Serve as an active member of the operational leadership team, ensuring close working relationships across functions. Collaborate with executive leadership to develop and meet company goals while providing expertise and guidance on US Service and Operations projects and systems.
- Other duties as assigned to support the general purpose of the role.
Minimum Education and Field of Study
- High school diploma or equivalent (GED)
- Bachelor's degree in a computer-related field, or equivalent relevant experience
Minimum Years of Experience
- Minimum 8 years of experience managing technical service teams, ideally within a software application setting
Minimum Skills
- Strong people-management skills
- Ability to communicate clearly and influence credibly, internally and externally, at all levels of the organization
- Strong focus on goals, delivery, and achievement
- Strong analytical and process improvement skills
- Self-motivated with excellent self-management and time-management skills
- Excellent organizational skills with the ability to multitask across different situations
- Competent in using digital tools both remotely and in person
- Highly proficient with leveraging AI tools and technologies in a call center environment.
- Proficiency with all advanced IT tools and software provided by Carestream Dental
- Flexible and adaptable to changing environments and situations
- Practical, effective use of new technology and social media (e.g., GoToWebinar, LinkedIn, Facebook)
- Ability to manage pressure and meet deadlines
- Ability to work independently and as part of a team
- Ability to work successfully in virtual teams/environments
- Commitment to the company's values and to promoting equality and diversity
- Energetic and enthusiastic approach to work
- Strong business acumen and dental industry expertise
- Committed to continuous education through self-learning, workshops, seminars, and conferences
- Technical knowledge of Windows operating systems, including Windows Desktop and Server
- General understanding of databases
Total Target Compensation: $125,000 - $140,000 USD annually, which includes a base salary and target variable incentive. Actual compensation will be determined based on factors such as skills, experience, and qualifications.
