出海雷达

高级经理 / 助理总监 – 客户支持

Senior Manager / Associate Director – Customer Support

市场运营职能支持未标注地域
公司George Bernard Consulting
薪资未公开
工作地点Sri Lanka
地域资格未标注地域
时区要求日间重叠约 6 小时，基本正常作息
用工类型Full Time
发布时间12 天前
数据来源Himalayas
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  • 带领并管理跨多个产品、地区和时区的全球L1-L3客户支持团队，包括24x5/24x7支持模式。
  • 负责客户体验指标、服务性能、SLA遵守情况、升级流程以及关键支持KPI，包括CSAT、待办事项管理、解决效率和减少重复问题。
  • 制定人员和容量规划策略，确保资源最优分配和持续的支持覆盖。
  • 与产品工程、质量工程和基础设施团队合作，提升平台可用性、可靠性和问题解决流程。
  • 建立并推动符合ITIL标准的事件、问题和变更管理框架。
  • 确保符合监管和安全要求，包括GDPR、SOC 2、数据保护实践、访问控制和审计准备。
  • 建立有效的客户反馈机制，以影响产品改进和工程路线图。
  • 培养一种以责任为导向、持续改进、运营卓越和以客户为中心的支持文化。

技能与资格

  • 12年以上整体经验，其中包括5年以上在高级管理岗位上领导客户或应用支持团队的经验。
  • 有为全球企业客户提供支持的丰富经验，尤其在北美、英国和其他国际市场。
  • 对ITIL框架、SLA管理、支持KPI、升级流程、支持平台和分布式运营有深入理解。
  • 具备出色的沟通能力、领导力和利益相关者管理技能，有管理全球客户关系的经验。
  • 有在受监管环境中工作的经验，了解GDPR、SOC 2、数据管理、访问治理和审计要求。

优先资格

  • 有支持医疗平台、电子健康记录系统、临床应用或其他关键业务系统的经验。
  • 有在并购后环境或复杂多产品组织中工作的背景。
  • 有实施自动化、自助服务解决方案或AI驱动的客户支持计划的经验。
  • 持有ITIL认证或同等的服务管理资质。
查看英文原文
  • Lead and manage global L1–L3 customer support teams across multiple products, regions, and time zones, including 24x5 / 24x7 support models.
  • Own customer experience metrics, service performance, SLA adherence, escalations, and key support KPIs including CSAT, backlog management, resolution efficiency, and reduction of recurring issues
  • Develop workforce and capacity planning strategies to ensure optimal resource allocation and consistent support coverage.
  • Partner with Product Engineering, Quality Engineering, and Infrastructure teams to enhance platform availability, reliability, and issue resolution processes.
  • Establish and drive ITIL-aligned incident, problem, and change management frameworks.
  • Ensure compliance with regulatory and security requirements, including GDPR, SOC 2, data protection practices, access controls, and audit readiness.
  • Build effective customer feedback mechanisms to influence product improvements and engineering roadmaps.
  • Foster a culture of ownership, continuous improvement, operational excellence, and customer-focused support delivery.

Skills & Qualifications

  • 12+ years of overall experience, including 5+ years leading customer or application support teams at a senior management level.
  • Proven experience supporting global enterprise customers, particularly across North America, the UK, and other international markets.
  • Strong understanding of ITIL frameworks, SLA management, support KPIs,
  • escalation processes, support platforms, and distributed operations.
  • Excellent communication, leadership, and stakeholder management skills with experience managing global customer relationships.
  • Experience working in regulated environments with knowledge of GDPR, SOC 2, data management, access governance, and audit requirements.

Preferred Qualifications

  • Experience supporting healthcare platforms, EHR systems, clinical applications, or other mission-critical business systems.
  • Background working in post-acquisition environments or complex multi-product organizations.
  • Experience implementing automation, self-service solutions, or AI-driven customer support initiatives.
  • ITIL certification or equivalent service management qualification.

Originally posted on Himalayas

本页面信息整理自 Himalayas，版权归原发布方所有。职位可能随时关闭，投递请以原始页面为准。 本站只做信息聚合展示，不参与招聘流程，也不向求职者收取任何费用。

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