Vice President Global Customer Support
D2L
Lead global customer support, community, and knowledge strategy at D2L, using analytics and artificial intelligence to improve operational outcomes.The Vice President will define and execute cohesive strategies across Administration, End-user Support, Community, Knowledge, and Localization. This leader manages global teams, supports retention and revenue targets, and collaborates across departments to improve efficiency and customer satisfaction. Previous global support management experience is required.Key Responsibilities:
Lead multiple global support, community, knowledge, and localization teamsSet strategy, objectives, capacity plans, and staffing requirementsManage budgets, margins, metrics, and operational performanceLead escalations and represent support with customer executivesDrive process improvement, case deflection, and customer satisfactionRequirements:
10+ years of customer support experienceAt least five years in leadership rolesGlobal support management experience in a SaaS environmentArtificial intelligence implementation experience delivering business outcomesBachelor's degree required;
MBA or graduate degree preferredShape D2L's global support strategy through customer leadership, analytics, artificial intelligence, and operational excellence.
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Lead multiple global support, community, knowledge, and localization teamsSet strategy, objectives, capacity plans, and staffing requirementsManage budgets, margins, metrics, and operational performanceLead escalations and represent support with customer executivesDrive process improvement, case deflection, and customer satisfactionRequirements:
10+ years of customer support experienceAt least five years in leadership rolesGlobal support management experience in a SaaS environmentArtificial intelligence implementation experience delivering business outcomesBachelor's degree required;
MBA or graduate degree preferredShape D2L's global support strategy through customer leadership, analytics, artificial intelligence, and operational excellence.
#J-18808-Ljbffr
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