Director, Customer Support
MSD
full-time
Posted on:
Location Type: Hybrid
Location: Iowa, Kansas, New York, Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Provide leadership and strategic direction to ensure the highest level of customer support and operational efficiency.
- Develop a strategic plan to develop a digital self-service and automation path forward with clear performance targets and governance
- Be a visionary for automation for our channel business by driving IT initiatives that gain automation and efficiency
- Lead a team that maintains accurate project tracking, customer account records, and supporting documentation.
- Act as point for operational escalations; coordinate cross-functional response and customer communications.
- During system incidents or service disruptions, lead triage, ensure status updates for customers and internal reps, document impact, and drive post-incident reviews.
- Oversee and be accountable for the performance and results of the Customer Support department inclusive of strategy and project management.
- Develop and execute functional business plans
- Leverage relationships with internal stakeholders and customers to support business needs and enhance customer satisfaction.
- Apply business and management expertise to drive financial and operational performance across the Customer Support department.
- Direct the resolution of highly complex or unusual customer service-related issues and business problems.
- Partner with IT and Regional Operations to drive clear end to end integrations ensuring reliability, data quality, and user adoption to give a best-in-class customer experience
- Lead root-cause analysis for system-related customer issues and drive corrective actions with internal stakeholders
- Ensure the department achieves its goals by developing and implementing short- and long-term plans that align with the overall North American organization and Animal Health divisional strategies.
- Oversee the provision of technical knowledge, advice, and support to sales representatives, resellers, and customers during the sales process and post-sales/implementation.
- Ensure timely completion of work orders to meet customer needs
- Foster a customer-centric culture within the business, ensuring that customers receive the best possible service.
Requirements
- Proven ability to bridge business and IT—translating operational needs into technical requirements and driving adoption.
- Hands-on experience with support technologies (e.g., Salesforce, Genesys), data/reporting, and close collaboration with IT.
- Be a visionary for automation for our channel business by driving initiatives that gain automation and efficiency by partnering with IT
- Strong cross-functional collaboration skills across Sales, Success, Supply Chain/Logistics, Finance, Product/Engineering, and IT.
- Strong technical acumen supporting pre- and post-implementation processes.
- Strong technical knowledge and ability to provide support during the sales process and post-sales/implementation phase.
- Proficient in order processing, sales information management, and preparing reports to measure success with standardized benchmarks.
- Ability to interface between customers and other functions within the organization to ensure seamless service delivery.
- Strong leadership skills including but not limited to strategic planning, entrepreneurship, innovation, and business savviness.
- Change catalyst with a proven track record in coaching and development, talent growth, and execution excellence.
- Bachelor's degree in technology, business management, Project Management and/or related discipline.
- 10+ year’s work experience in Customer Operations focusing on front end customer operations enhancements.
- Minimum of 5 years of people management experience required.
Benefits
- medical, dental, vision healthcare and other insurance benefits (for employee and family)
- retirement benefits, including 401(k)
- paid holidays
- vacation
- compassionate and sick days
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
automationproject managementdata reportingorder processingsales information managementroot-cause analysiscustomer support technologiestechnical knowledgeperformance measurementbusiness planning
Soft skills
leadershipcross-functional collaborationcustomer-centric culturestrategic planningcoaching and developmentinnovationbusiness acumenchange managementcommunicationproblem-solving
Certifications
Bachelor's degree in technologyBachelor's degree in business managementProject Management certification