Director Customer Enablement(m/w/x)

Requirements

• 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

Tasks

• 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

Work Experience

Education

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