Senior Director of Customer Support

Regal Boats

15h•Onsite

About The Position

Regal Boats is seeking a strategic and operationally driven Senior Director of Customer Support to lead and elevate the full customer support lifecycle, including warranty administration, parts operations, field service, technical training, and overall customer experience. This role will drive operational excellence, strengthen technical expertise across internal teams and dealer networks, and leverage data analytics and emerging technologies to proactively improve product support and customer satisfaction. The Senior Director of Customer Support will serve as a key leader in ensuring Regal delivers a best-in-class ownership experience.

Requirements

5+ years of leadership experience in customer support, service operations, or a related function.
Proven experience leading cross-functional teams and improving customer experience outcomes.
Strong analytical skills with experience leveraging data to drive decisions and process improvements.
Demonstrated ability to build and develop high-performing teams.
Excellent communication and problem-solving skills with a customer-first mindset.

Nice To Haves

Bachelor’s degree in Business, Engineering, Operations, or related field.
Experience in the marine, automotive, or manufacturing industry.
Experience with warranty systems, parts operations, or dealer networks.
Familiarity with CRM systems, service platforms, and data analytics tools.

Responsibilities

Customer Support & Warranty Operations
Oversee warranty administration across all product lines, ensuring accuracy, efficiency, and consistency.
Leverage data analytics and tools to identify trends, predict customer needs, and proactively address issues at both dealer and retail levels.
Utilize warranty and service data to support root cause analysis and continuous improvement initiatives.
Escalation Management
Manage and resolve customer escalations with urgency, professionalism, and accountability.
Engage directly with customers when necessary to ensure high-quality resolution and satisfaction.
Develop and implement a structured, documented escalation and triage process with defined timelines and reporting.
Parts & Service Operations
Lead parts fulfillment operations with a focus on order accuracy, timeliness, and customer satisfaction.
Improve processes and KPIs related to parts ordering, inventory, and delivery performance.
Design and implement a customer-facing parts sales strategy, including process development, staffing, and system enhancements.
Coordinate field service and repair efforts to ensure timely and effective issue resolution.
Training & Team Development
Recruit, develop, and coach team members to drive accountability, service excellence, and technical competence.
Strengthen Customer Service Representative (CSR) product knowledge through structured training and documentation.
Develop internal and field “product experts” to elevate technical support capabilities.
Lead dealer service training programs to improve consistency, efficiency, and quality across the network.