Sr Director, CTSS Operations

Cengage Group

About The Position

We believe in the power and joy of learning At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Cengage Group’s portfolio of businesses supports student choice by providing a range of pathways that help learners achieve their goals and lead a choice-filled life. Our culture values inclusion, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/. Sr Director, CTSS Operations The Director of Customer & Technical Support Service Operations is a strategic and operational leader responsible for delivering outstanding customer support experiences across all customer segments. This role oversees support operations (Workforce management, documentation & training, capacity planning & analytics liaison), knowledge & self-service (help center/knowledge articles), incident management & resolution of blocking issues (coordinate the process and monitoring, RCA’s to customers), tooling & automation (lead automation initiatives and use of technology to create faster & more efficient workflows), and vendor management. The Director ensures customer satisfaction, operational efficiency, and team excellence while enabling scale and innovation across support processes, systems, and tooling. This leader will effectively collaborate across departments including Customer & Technical Support Services Leadership, Product, Engineering, IT, Sales, Customer Success, and Enterprise Data & Analytics, to foresee customer needs, impact product quality, and guarantee swift resolution of customer issues. The ideal candidate is data focused, customer dedicated, and skilled at developing high performing global support organizations and collaborates proactively with CTSS leadership to data mine and communicate trends, themes and areas of potential exploration.

Requirements

10+ years of experience in customer support, technical support, or service operations, with at least 5 years in a senior leadership role.
Proven record building and scaling global support teams in a SaaS or technology driven environment.
Strong ability to use data and analytics to drive decisions.
Strong operational skills, including expertise with CRM, ticketing platforms, and support technology (e.g., Salesforce Service Cloud, ServiceNow).
Demonstrated ability to lead through change, influence cross-functional collaborators, and communicate effectively at all levels.
Experience overseeing offshore and outsourced support operations or something similar.
Bachelor’s degree or equivalent experience required, MBA or technical degree preferred.

Nice To Haves

Experience implementing automation, AI, and self-service strategies to improve support efficiency.
Deep understanding of product development processes and cloud-based technologies.
Background managing outsourced or hybrid support models.

Responsibilities

Operational Excellence & Scale Document and train to support global support processes, workforce planning, scheduling, and vendor/outsourced partner relationships.
Evaluate critical metrics and service levels across channels; monitor real-time operational performance and lead root cause analysis.
Develop data strategy and analyze important measurements (CSAT, response times, retention) to improve performance and meet SLAs.
Drive automation, support features powered by advanced technology, and modern support tools to improve efficiency and reduce time to resolution.
Identify, create, and streamline workflows for efficiency and scalability.
Improve use of CRM to ensure optimal efficiency.
Manage customer satisfaction indicators (CSAT, NPS, CES), formulating strategies to boost performance.
Collaborate with Product and Engineering on bug triage, product quality feedback loops, and technical enablement.
Drive adoption of knowledge-centered support, self-service content, and troubleshooting frameworks.
Drive data needs for the CTSS team that allow for optimizing resources and provide transparency to our business partners on issues impacting customers.
People Leadership & Development Recruit, develop, and inspire a high-performing global support organization.
Build leadership bench strength through mentorship and professional development programs.
Create a culture of collaboration, accountability, and continuous improvement.
Cross Functional Collaboration Partner with CTSS Leadership, Product, Engineering, and IT to secure timely resolution of product challenges and contribute to roadmap decisions.
Partner with Customer Success and Sales to deliver cohesive customer outcomes.
Represent the voice of the customer across the organization, using data-driven insights to guide decision-making.