Associate Director

Responsibilities:

• Develop and execute comprehensive support strategy to enhance customer experience and aligned to business objectives.
• Lead and manage multiple support teams ensuring high performance and continuous improvement.
• Collaborate with stakeholders for effective resolution and service delivery.
• Ensure effective communication and issue resolution among internal and external stakeholders.
• Establish and track key performance metrics to measure effectiveness and efficiency,
• identifying areas for service and productivity improvements.
• Strong understanding of software products, technologies and customer requirements to provide product feedback to drive enhancements.
• Identify opportunities to improve processes, knowledge base management and selfservice or diagnostic tools.
• Actively contribute to business review meeting and conduct team governance meetings, reviews and reporting.
• Manage Support budgets and optimal resources allocation to meet business objectives and customer demand.
• Foster a culture of customer-centric mindset and continuous improvement with a focus of delivering high quality support experiences.

Requirements:

• Bachelor's or Master's degree in business, engineering or a related field.
• 12+ years of experience in Product Support (L1 & L2) with 3+ years in leadership roles.
• Proven track record of managing multiple customers, products and teams simultaneously.
• Strong problem solving, analytical and decision-making skills with a customer-first approach.
• Ability to work in a fast-paced environment and complex support operations.
• Strong communication and stakeholder management skills.
• Passionate about delivering exceptional customer experiences with a deep understanding of customer needs and expectations.
• Work from Office 4 days a week in Whitefield, Bangalore.