Director of Customer Technical Support in United

• Bachelor’s degree in business, technology, engineering, healthcare administration, or a related field, or equivalent relevant experience.

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• 10+ years of leadership experience in enterprise software technical and customer support–SaaS and contact center operations.

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• 5+ years leading senior leaders in a technical support environment serving external customers.

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• Experience supporting business-critical enterprise software across cloud and/or on-premise environments, integrations, databases, connectivity, and customer-specific workflows.

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• Demonstrated success leading customer escalations, major incident response, support transformation, workforce planning, and cross-functional problem solving.

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• Strong command of support metrics, service management, knowledge management, quality assurance, root cause analysis, and continuous improvement.

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• Experience with Salesforce Service Cloud, Genesys, workforce-management tools, knowledge platforms, reporting and analytics, and support automation.

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• Executive presence and the ability to communicate technical and operational risk clearly to customers, senior leaders, and cross-functional teams.

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• Leadership experience in healthcare technology, medical-device software, sterile processing, perioperative workflows or other regulated environment

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• Experience with software validation, quality systems, cybersecurity and privacy escalation processes, and controlled change or release practices.

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• Experience building support readiness for new product introductions, software releases, integrations, and large customer deployments.

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• Working knowledge of IT service management and continuous-improvement methodologies.