Director Customer Enablement(m/w/x)

Beschreibung

In this role, you will lead the charge in enhancing customer experiences by optimizing support processes and implementing innovative AI solutions. Your focus will be on transforming customer interactions into valuable moments while ensuring operational excellence and strategic growth.

Anforderungen

• •Minimum 7 years of leadership experience in Customer Service, Customer Operations, or IT Service Management
• •Proven experience in Enterprise ITSM solutions
• •Excellent understanding of modern IT architectures, APIs, and Generative AI/ML
• •Ability to inspire and lead multi-disciplinary teams
• •Excellent communication and stakeholder management skills
• •Completed degree in Business Administration, Business Informatics, Engineering, or comparable

Aufgaben

• •Scale and optimize customer-facing processes post-initial sale
• •Define and implement an AI-powered ITSM infrastructure
• •Establish support as a core knowledge center
• •Empower the team to identify root causes of customer issues
• •Implement frameworks for fast and accurate solution delivery
• •Transform support interactions into moments of trust and expertise
• •Manage customer relationships to ensure 100% satisfaction
• •Develop a forward-looking Customer Operations Strategy
• •Lead Team Leads across Service Operations and Customer Education
• •Oversee the Operations budget and resource planning
• •Define and adhere to critical SLAs and KPIs
• •Optimize the cost of service per interaction
• •Deploy and continuously develop an AI-First ITSM platform
• •Design and implement lean processes focused on automation
• •Utilize AI to automate first-level support and optimize ticket triage
• •Ensure operational excellence and stability of customer services
• •Collaborate with Product & Engineering to optimize key processes
• •Oversee stability of critical applications and manage communication during outages
• •Lead Customer Education initiatives for optimal training and enablement
• •Utilize customer data to identify friction points for product improvement

Benefits