Director SaaS Customer Support

Remote Work : Hybrid

Overview :

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better.

United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose.

Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about locally and globally.

We’ve only begun reimaging the future for our people, our customers, and the world.

Let’s create tomorrow together.

Oversees the work of management engaged in the SaaS support of customers encountering problems using the company's products and services.

The scope of this position's responsibility may be over one or multiple regions within business operations and customer support.

Responsibilities :

• Translates corporate and business objectives into a strategic business plan for customer support and / or region. Contributes to medium and long-term vision and strategy for function and / or region
• Executes and enables strategic policies and establishes and assures adherence to managing costs and supporting the development of staff and processes
• Directs and controls the activities of customer support through managers within function.
• Demonstrates overall control of planning, staffing, budgeting, managing expense priorities and recommending and implementing changes to business process
• Directs and resolves critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization.

Directs regional implementation of the overall strategy for an end to end world class support customer experience

• Ensures resources maintain compliance with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided
• Acts as an escalation point to analyze and interpret customer concerns
• Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters
• Identifies and executes process improvement and verification activities; develops quality improvement techniques
• Responsible for the team development and support, including implementation and documentation of new projects and merging existing support with new business requirements
• Regularly interacts with executives and / or major customers. Demonstrates excellent customer service, communication, and problem-solving skills
• This position will be based out of our Kennesaw location- and will work on a hybrid work schedule*

Qualifications :

Minimum Qualifications :

• Bachelor’s Degree
• 15 years of experience (including Workforce Management and / or Task Management Solutions or SaaS Software Solutions) minimum 5 years management / leadership / supervisory experience
• Demonstrated ability to interface with management levels across functions.
• Advanced strategic and implementation of process improvements-with Effectiveness of Process / Continuous Improvement / Product knowledge
• Excellent leadership skills coupled with a desire and ability for continuous learning / self-development.
• Excellent communication skills (listening, providing clear and concise information, using proper language and grammar)
• Demonstrates an understanding of key financial factors.
• Experience leading a team to successful business outcomes through strong talent and performance management practices. Including setting team culture in a high intensity environment.

Preferred Qualifications :

• Advanced Degree
• Formal management training preferred.

Know Your Rights :

Cono zc a sus Derechos :

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.

Zebra is a federal contractor and is committed to an alcohol and drug free workplace. As a result, all U.S. based employees are subject to the Drug and Alcohol Free Workplace Policy and Procedure.

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent.

We are committed to providing our employees with a benefits program that is comprehensive and competitive including healthcare, wellness, inclusion networks, and continued learning and development offerings.

We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

Salary : USD 150400.00 - USD 225600.00 Yearly

Salary offered will vary depending on your location, job-related skills, knowledge, and experience.

Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement.

In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via email accounts.

Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system.

Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system.

If you are a victim of identity theft contact your local police department.