Director Enterprise Customer Service

Omnissa•Atlanta, GA

6d•$148,000 - $197,000•Remote

About The Position

Omnissa is seeking a Director to lead its Customer Service organization through a major transformation. This role focuses on rebuilding management, upskilling teams, improving customer relationships, and enhancing the interface with engineering and sales to support the GCS 2.0 operating model. The position is a transformational leadership role with full accountability for service quality, team performance, customer satisfaction, and budget. It reports directly to the VP of Global Customer Service. Omnissa is an enterprise software company focused on unified endpoint management and digital employee experience. The Global Customer Service (GCS) is transitioning to an AI-first, proactive service model called GCS 2.0, with WS1 as the critical L3 support engine.

Requirements

Over 10 years in technical customer service.
Experienced in leading multi-region transformations.
Experienced in rebuilding management layers.
Experienced in managing escalations.
Experienced in influencing cross-functionally.
Technical fluency in AI and service models.
US citizenship.
Willingness to travel up to around 30%.

Nice To Haves

Experience in two-in-the-box leadership models.
Experience in enterprise SaaS.
Experience in federal customer service.
Experience in AI-driven service shifts.
Experience in partner-led delivery.
Strong engineering relationships.

Responsibilities

Drive business outcomes with a P&L mindset.
Execute the GCS 2.0 transformation including AI integration and partner governance.
Rebuild management layers.
Manage executive customer relationships.
Own the engineering interface.
Influence cross-functional teams without direct authority.