Global Senior Director Helpdesk & Support

The Senior Director of Helpdesk & Support is accountable for the strategy and performance of Global Convenience Retail Helpdesk operations. The role goes beyond running day-to-day activities. It is expected to:

• Set the strategic direction for the global helpdesk and align it with Customer Driven competency and broader business goals.

• Lead and develop a large, multi-level organization of managers, supervisors, and technical support representatives.

• Improve productivity, service quality, and operating processes through continuous improvement.

• Own the end-to-end customer support experience and translate customer feedback into improvements.

• Establish KPIs covering performance, productivity, and customer satisfaction.

• Modernize the support operation using CRM, AI-driven support solutions, analytics, and emerging call-center technologies.

• Partner closely with Product Management, R&D, Sales, and Customer Success, ensuring customer issues and insights influence the broader organization.

• Provide executive leadership with actionable insights and recommendations about customer support performance and trends.

We are looking for a leader who has the following:

• Large-scale operational leadership

10+ years of call-center management experience, including at least five years in senior leadership, with evidence of successfully scaling operations.

• Customer experience leadership

A leader who can move the organization beyond simply resolving tickets toward customer loyalty, retention, and a consistent experience across support touchpoints.

• Technology transformation

Practical understanding of CRM platforms, support technology, AI, analytics, and automation, combined with the ability to determine where technology materially improves customer outcomes. Partner with IT on tools integration and roadmap.

• Performance management

Strong command of KPIs, analytics, coaching, workforce performance, service quality, and continuous-improvement methods.

• Organizational leadership

The ability to lead leaders, rather than only frontline employees, and build a strong management system across a multi-level organization.

• Executive and cross-functional influence

Credibility with Product, R&D, Sales, Customer Success, and executive leadership.

• Offshoring & Integration of regional teams into a global team

Experience working with a globally dispersed team members and cross functional partners.

Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women’s health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 15 days each year, 13 paid holidays (including 3 floating holidays), and paid sick leave.*

Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems., Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!

“Vontier companies are equal employment employers and evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, sexual orientation, gender identity or expression, and other characteristics protected by law.”