Senior Manager Associate Director – Customer Support

• Lead and manage global L1L3 customersupport teams across multiple products regions and time zonesincluding 24x5 / 24x7 support models.
• Own customer experience metrics service performance SLA adherence escalations and key support KPIs including CSAT backlog management resolution efficiencyand reduction of recurring issues
• Develop workforce and capacity planning strategies to ensure optimal resource allocation and consistent support coverage.
• Partnerwith Product Engineering Quality Engineering and Infrastructure teamsto enhance platform availability reliability and issue resolutionprocesses.
• Establish and drive ITIL-aligned incident problem and change management frameworks.
• Ensurecompliance with regulatory and security requirements including GDPRSOC 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.
• Provenexperience supporting global enterprise customers particularly acrossNorth America the UK and other international markets.
• Strongunderstanding 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.
• Experienceworking in regulated environments with knowledge of GDPR SOC 2 datamanagement 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.