Senior Director, Engagement Services
Senior Director, Engagement Services
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1 Vacancy
Job Description
Why join us
Were on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions we empower our customers to express themselves connect with the world and live richer lives.
At Tobii Dynavox you can grow your career within a dynamic global company that has a clear impactful purpose - with the flexibility to also do what truly matters to you outside of work. Whats more youll be part of a work culture where collaboration is the norm and individuality is welcomed.
As a member of our team youll have the power to make it happen. Youll solve challenges deliver solutions and develop new efficient processes that make a direct impact on our customers lives.
Position Overview
TheSenior Director Engagement Servicesis a key leadership role responsible for overseeing theSales EnablementTechnical Support andLearning & Developmentfunctions across North America.ensuring exceptional experiences for recommenders partners and institutional clients across all touchpoints. This individual will lead the development and execution of engagement strategies that enhance satisfaction promote loyalty and drive growth for our product lines. The role requires a data-driven leader with a deep understanding of recommender dynamics.
This leader will cultivate a forward-thinking culture championchange in organizational thought processes to create operational efficiencies by driving continuous improvement that supports team development andTalent Development (TD)growth. The role demands both strategic vision and hands-on execution with a deep commitment to collaboration innovation and exceptional service delivery.
Key Responsibilities
Strategic Leadership & Vision
- Develop and implement a strategic roadmap for Engagement Services including clear milestones KPIs and deliverables aligned with corporate goals.
- Lead initiatives that enhancecustomer-centric experiencesacross all engagement touchpointsensuringseamless and consistent interactions.
- Drive innovation in tools processes and approaches challenging legacy thinking to foster aprogressive mindsetthat supports evolving business needs.
Organizational Collaboration
- Partner cross-functionally to support and align withcorporate initiatives ensuring Engagement Services contributes to and reinforces enterprise-wide strategies.
- Actively participate in strategic planning including quarterly roadmap reviews and priority-setting for the North America region.
- Scale engagement initiatives in a high-growth environment ensuring programs are future ready
Team Development & Talent Growth
- Lead and develop high-performing teams across sales support tech support and learning functions.
- Strengthen theTalent Development (TD)pipeline by embedding structured coaching development plans and career progression opportunities.
- Foster a growth-oriented inclusive culture that values continuous learning and team accountability.
- Collaboration with HR and Market Leadership to develop national talent
Customer Experience & Operational Excellence
- Monitor and analyze KPIs across Engagement Services using data insights to identify trends risks and opportunities.
- Leverage customer relationship management (CRM) tools patient portals and engagement platforms to personalize experiences and optimize customer journeys.
- Oversee the quality effectiveness and consistency of learning programsboth internal and externalto ensure they support business priorities and elevate the customer experience.
- Implement improvements based on customer feedback and performance data to continuously raise service standards.
Learning as a Value Driver
- Position learning as acore element of TDs value proposition integrating educational strategies into product and service offerings.
- Ensure learning delivery is impactful targeted and drives measurable outcomes for both customers and internal teams.
Community & Market Engagement
- Build awareness and deepen community connections among users recommenders influencers partners and academic institutions.
- Identify and activate new methods to expand reachwith recommenders particularly not limited at universities .
Risk & Compliance Oversight
- Review and enforce data privacy policies and all Medicare Medicaid requirements ensuring compliance with all relevant regulations and best practices.
Minimum Qualifications
Education & Experience
- Bachelors degree in Business Administration Education or related field (or equivalent experience).
- 10 years of relevant experience in durable medical equipment customer engagement or support services.
- Minimum of 5 years in a leadership role with cross-functional oversight in fast growing environment
- Familiarity with healthcare compliance standards (HIPAA CMS guidelines etc.)
Skills & Competencies
Leadership & Strategic Thinking
- Visionary with the ability to influence culture and lead positive change.
- Resilient and adaptable with a focus on long-term impact.
- Decisive and confident in navigating complexity and ambiguity.
Communication & Collaboration
- Exceptional communication and presentation skills.
- Strong ability to build relationships and influence across levels and functions.
- Collaborative mindset with a commitment to enterprise-wide alignment.
Technical Proficiency
- Strong skills in Microsoft Office Suite (Outlook Word Excel PowerPoint) including communication tools.
- Skilled at using data tools and reporting dashboards to inform strategy and measure performance.
Work Environment & Travel
- Standard office-based role; prolonged desk work may be required. 2-3 days a week in Pittsburgh office.
- Moderate noise level in the working environment.
- Domestic and international travel required up to 20%.
Apply today!
We believe in empowering individuals - including our own employees - to reach their full potential. So if you want to change lives while growing your own career wed love to hear from you.
Required Experience:
Exec
Employment Type
Full-Time
