VP of Global Customer Support and Quality

Trilliant • Cary, NC

63d

About The Position

Trilliant is seeking a Vice President of Global Customer and Quality Support who will oversee the global team and be in charge of promptly and professionally handling customer inquiries and technical issues through a structured, agreed-upon methodology and contractual service level agreements. In addition, this position will be in charge of spearheading quality management programs and applying an agile and lean approach to problem-solving through the implementation of organizational management systems based on ISO-9001 and ISO-27001 standards.

Requirements

• 10+ years of experience in a client-facing customer support position.
• 7+ years in progressive compliance roles leading quality initiatives in the product development area.
• A proven track record in a results-driven quality organization, with at least 5 years of work experience, should be in designing, implementing, and continuously improving a Quality Management System (QMS) or an enterprise management system aligned to ISO standards and other solution delivery frameworks
• In-depth knowledge of current versions of ISO-9001, ISO-14001, ISO-45001 and ISO-27001 standards from an implementation perspective is required.
• Ability to learn quickly and manage initiatives - process implementation, process audits, training and continuous improvement using analytics
• Proven ability to manage complex projects and multiple priorities in a fast-paced environment.
• In-depth understanding of customer support strategies, market dynamics, and industry best practices
• Experience in applying ISO requirements, lean principles, and Agile practices in a fast-paced environment.
• Strong leadership, strategic thinking, and communication skills
• Ability to inspire and manage a team effectively.

Nice To Haves

• A lean six sigma black belt certification is preferred
• Industry certifications such as: MCP, MSSE, MSCA CCNP, CCNA desired

Responsibilities

• Develop and execute a comprehensive global customer support strategy aligned with corporate goals.
• Lead and mentor a diverse team of customer support professionals across various locations, fostering a culture of collaboration, excellence, and continuous improvement.
• Oversee the entire customer support operation, ensuring timely and effective resolution of customer inquiries and issues across all contact channels.
• Drive initiatives aimed at enhancing the overall customer experience, including implementing best practices and innovative solutions.
• Engage and drive compliance tools and process automation deeper into the product development organization.
• Establish internal controls and auditing systems to monitor and report on regulated activities and processes
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer support and compliance initiatives
• Collaborate closely with cross-functional teams (e.g., Sales, Marketing, Product Development, Legal, Engineering) to ensure alignment and enhance the customer journey while maintaining compliance.

Benefits

• We are an equal-opportunity employer offering comprehensive benefits and compensation packages with a selection of insurance programs.
• We have dynamic and collaborative work environments with some of the brightest employees in the world.
• We invest in people and provide opportunities for our employees to grow hand in hand with our business.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Telecommunications
• Number of Employees: 251-500 employees