Senior Director of Digital Technology for Customer Support

About this role

Senior Director of Digital Technology for Customer Support Description - Job Summary: The Senior Director of Digital Technology for Customer Support is responsible for leading the strategy, product direction, and transformation of digital technologies that support customer service delivery. This role oversees a portfolio of customer support technologies, products, and related sub-domains that enable consistent, scalable experiences across digital and assisted channels, including CCaaS as a key example. Working as part of a broader leadership team, this Senior Director is accountable for driving business outcomes through value-stream orchestration, close partnership with Customer Support and HPS operations, and alignment across product, solution, architecture, and delivery teams. The successful candidate will bring strong technology and product leadership experience, demonstrated success leading complex transformation initiatives, and the ability to apply industry benchmarks and emerging practices to improve customer experience, operational performance, and innovation.

Responsibilities: •   Strategy and Transformation Leadership: Develop and execute the digital technology strategy for customer support, with a focus on business transformation, scalability, AI enablement, and improved customer and agent experiences across digital and assisted channels. Use industry benchmarks and market practices to inform roadmap, investment, and capability decisions. •   Team and Value Stream Leadership: Lead a team responsible for multiple customer support technology products and sub-domains. Provide direction across product management, solution management, solution architecture, and business engagement activities, while ensuring alignment to business priorities, delivery objectives, and value-stream outcomes. •   Business Engagement and Demand Management: Partner with business stakeholders to shape demand, translate requirements into technology and product priorities, and ensure solutions align with operational goals and strategic business needs. Support change management, adoption, and organizational readiness across customer support environments. •   Product and Solution Management: Oversee product and solution management for customer support technologies to deliver modern, reliable, and efficient experiences. Drive improvements in omnichannel support, workflow orchestration, self-service capabilities, and AI-enabled tools to enhance service effectiveness, productivity, and customer satisfaction. •   Portfolio, Performance, and Operational Excellence: Manage the customer support technology portfolio with accountability for value realization, performance measurement, cost management, compliance, and continuous improvement. Ensure solutions are secure, resilient, and aligned with organizational standards and business objectives. •   Cross-Functional Partnership and Governance: Work closely with platform and horizontal teams, including delivery, Data & AI, operations, security, UI/UX, FinOps, change management, and governance functions, to ensure customer support technologies are effectively designed, delivered, and operated in alignment with enterprise standards.

Education & Experience: •   Graduate degree in Computer Science, Information Technology, Business Administration, Engineering or a related field required; master’s degree or MBA preferred. • Minimum of 10 years of progressive experience in customer support technology, contact center operations, digital transformation, CRM modernization, or enterprise customer engagement environments • Hands-on experience with digital support operations, omnichannel service models, CCaaS and CRM platforms, and integration of AI enabled capabilities • Demonstrated success leading large-scale business and technology transformation initiatives across global or multi-site environments, including complex programs and cross-functional teams • Experience working with compliance frameworks and managing data privacy and residency requirements in customer-facing operations. • Proven ability to deliver measurable improvements in customer experience, operational efficiency, user adoption, service quality, and related business performance indicators • Multilingual capabilities and experience managing international teams an asset

Preferred Certifications •   Certification in project management (PMP, PRINCE2), Agile, or ITIL considered an asset.

Knowledge & Skills: Technical and Functional Expertise: •   Strong knowledge of digital contact center technologies, customer support platforms, and product-led technology strategies •   Ex perience with CCaaS capabilities, including digital routing, telephony, agent tools, virtual assistants, workflow orchestration, integrations, and related platform services •   Knowledge of authentication, validation, self-service, and customer interaction technologies •   Ability to assess, benchmark, and implement technologies aligned with industry standards and evolving business requirements AI, CRM, and Transformation Experience: •   Demonstrated experience implementing AI-enabled tools, generative AI use cases, workflow orchestration, and analytics capabilities in customer service environments •   Proven success leading CRM modernization, platform transitions, phased retirements, or large-scale transformation initiatives with strong focus on cost, dependencies, and compliance Leadership, Communication, and Change Management: •   Strong stakeholder management and change leadership skills, with the ability to support adoption across business, operational, and technical teams •   Excellent communication, collaboration, and influencing skills, with the ability to engage effectively at senior leadership levels Execution and Performance Management: •   Strong analytical and problem-solving skills, with the ability to interpret data, measure performance, and identify improvement opportunities •   Ability to manage multiple priorities, programs, an

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