Global Senior Director Helpdesk & Support

The Senior Director of Helpdesk & Support is accountable for the strategy and performance of Global Convenience Retail Helpdesk operations at Gilbarco Veeder-Root. This role extends beyond day-to-day management, focusing on global direction, customer experience, and operational modernization.

Role Overview

Own the end-to-end customer support experience for the global helpdesk, translate customer input into measurable improvements, and guide the organization toward consistent service quality across support touchpoints. Establish performance measures, drive continuous improvement, and modernize support operations through CRM, AI-driven solutions, analytics, and emerging call-center technologies.

Key Responsibilities

• Set the strategic direction for the global helpdesk and align it with Customer Driven competency and broader business goals.
• Lead and develop a large, multi-level organization that includes managers, supervisors, and technical support representatives.
• Increase productivity, service quality, and operational effectiveness using continuous improvement practices.
• Own the end-to-end customer support experience and convert customer feedback into organizational improvements.
• Establish KPIs that cover performance, productivity, and customer satisfaction.
• Modernize the support operation using CRM, AI-driven support solutions, analytics, and emerging call-center technologies.
• Partner with Product Management, R&D, Sales, and Customer Success to ensure customer issues and insights inform broader organizational decisions.
• Provide executive leadership with actionable insights and recommendations related to customer support performance and trends.

Required Experience and Qualifications

• Large-scale operational leadership.
• 10+ years of call-center management experience, including at least five years in senior leadership, with evidence of successfully scaling operations.
• Customer experience leadership, including the ability to shift the organization from ticket resolution to loyalty, retention, and consistent experiences across support touchpoints.
• Technology transformation experience, including practical understanding of CRM platforms, support technology, AI, analytics, and automation, with the ability to identify where technology improves customer outcomes; partner with IT on tool integration and roadmap.
• Performance management capability across KPIs, analytics, coaching, workforce performance, service quality, and continuous-improvement methods.
• Organizational leadership strength, including leading leaders and building a management system across a multi-level organization.
• Executive and cross-functional influence with credibility across Product, R&D, Sales, Customer Success, and executive leadership.
• Offshoring & integration of regional teams, including experience working with globally dispersed teams and cross-functional partners.

Technologies

• CRM platforms
• AI-driven support solutions
• Analytics
• Automation
• Call-center technologies
• Workforce performance

Benefits

• Premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance
• Programs for family planning from Maven Clinic
• Coverage for managing diabetes like Livongo
• Coverage for women's health
• Support for adult and elder care
• Paid parental leave
• Generous 401(k) plan with matching company contributions
• Paid time off up to 15 days each year
• 13 paid holidays (including 3 floating holidays)
• Paid sick leave

Location

Akron, OH (onsite)