Director of Customer Support, US, DPMS

Carestream Dental•,

5d•$125,000 - $140,000

About The Position

The Director of Customer Support, US is a key strategic and operational leadership role responsible for the development, continuous improvement, and delivery of superior customer satisfaction to Carestream Dental DPMS customers across the US market. This role owns staff recruitment, vendor management, staff training development and deployment, key customer support initiatives, new product readiness, and defect prioritization in partnership with the product and development teams. The Director of Customer Support, US works closely with Remote Support and Support Services leaders in the US while partnering with the Director of Customer Support UK to ensure consistency in processes, knowledge, and skill development across the organization.

Requirements

High school diploma or equivalent (GED)
Bachelor's degree in a computer-related field, or equivalent relevant experience
Minimum 8 years of experience managing technical service teams, ideally within a software application setting
Strong people-management skills
Ability to communicate clearly and influence credibly, internally and externally, at all levels of the organization
Strong focus on goals, delivery, and achievement
Strong analytical and process improvement skills
Self-motivated with excellent self-management and time-management skills
Excellent organizational skills with the ability to multitask across different situations
Competent in using digital tools both remotely and in person
Highly proficient with leveraging AI tools and technologies in a call center environment.
Proficiency with all advanced IT tools and software provided by Carestream Dental
Flexible and adaptable to changing environments and situations
Practical, effective use of new technology and social media (e.g., GoToWebinar, LinkedIn, Facebook)
Ability to manage pressure and meet deadlines
Ability to work independently and as part of a team
Ability to work successfully in virtual teams/environments
Commitment to the company's values and to promoting equality and diversity
Energetic and enthusiastic approach to work
Strong business acumen and dental industry expertise
Committed to continuous education through self-learning, workshops, seminars, and conferences
Technical knowledge of Windows operating systems, including Windows Desktop and Server
General understanding of databases

Responsibilities

Strategically lead and develop a senior operational management team to enhance performance by setting clear, accountable goals and targets, and driving consistency across roles within the US organization and in coordination with global teams.
Establish, communicate, and implement US Service operations policies, practices, standards, and security measures to ensure effective and consistent support and execution.
Achieve US targets for service KPIs (response, resolution, customer satisfaction measures) and lead a continuous improvement culture around these metrics, ensuring efficient and cost-effective systems that meet organizational needs.
Work with direct reports to identify and implement quality and process improvement projects that improve customer satisfaction and identify productivity opportunities.
Deliver exceptional customer service and act as the voice of the customer across the organization.
Ensure departmental decisions and project plans — staffing, development, efficiency, and software enhancements — align with the organization's strategic business plan and vision.
Own innovation and continuous service enhancement to deliver a white-glove experience for every customer across all DPMS platforms and products.
Embrace corporate initiatives around AI technologies and enhancements.
Proactively identify opportunities to elevate the customer journey, champion new tools, processes, and technologies that raise the bar on service quality, and ensure every touchpoint reflects a consistent standard of excellence — regardless of platform, product line, or customer segment.
Own the US Customer Remote Support budget.
Review and approve cost-control reports, cost estimates, and staffing requirements with business objectives in view.
Drive contribution to business revenue by identifying and delivering project-related offerings and lead-generating activity within Remote Support interactions.
Track and report on Remote Support profit center contributions.
Use available data and root cause analytics to identify improvement opportunities.
Drive team development and high morale through employee selection, appraisal, training, coaching, and counseling.
Lead highly collaborative communication with all departments within DPMS to drive product and service improvement.
Partner closely with other teams on areas of process and product improvement.
Serve as an active member of the operational leadership team, ensuring close working relationships across functions.
Collaborate with executive leadership to develop and meet company goals while providing expertise and guidance on US Service and Operations projects and systems.
Other duties as assigned to support the general purpose of the role.