Position Description

Director, Global Support
Primary Location Los Angeles
Possible Hiring Locations Los Angeles
Department 0830 - Global Support
Apply Now

Position Summary:

The Director, Global Support manages operations across each of ICANN’s hub offices to provide 24x5 service while supporting no fewer than the 6 UN languages.  Global support services must be managed using multiple service delivery channels including, phone, email and a customer portal.  The Director is required to manage the organization to a set of aggressive service level targets and to publish metrics reporting against those targets monthly. The Director is expected to continuously develop subject matter and industry expertise while staying current on trends, tools and best practices in Customer Service. 

The Director will also set the strategic direction for the Global Support organization and how the group can best serve ICANN and the extended ICANN community as per our remit.  The Director is expected to contribute to GDD strategic planning and to implement those strategies across the organization.  This role will also be responsible for collaborating with other departments to determine how the Global Support Center might support their efforts in serving the ICANN community.


Key Responsibilities:

  • Oversee ongoing operation and continuous improvement of ICANN’s Global Support Center.
  • Manage operations across each of ICANN’s hub offices to provide no less than 24x5 service availability
  • Establish departmental policies and contribute to organizational policies and procedures
  • Lead and participate in cross-functional initiatives to provide the customer perspective
  • Manage departmental budget for Global Support Center
  • Engage with executives across the organization to determine how the Global Support Center might best fulfill ICANN’s remit and serve the ICANN community
  • Contribute to strategic planning and Operational Planning efforts for GDD.
  • Recruit, onboard, and train a team of globally diverse customer service staff. Provide on-going mentoring and coaching of global customer service team. Motivate team to perform.
  • Provide direction and guidance regarding policies, procedures, and training for Customer Service.
  • Administers/communicates job expectations. Monitors customer service team's adherence to schedules, policies and procedures.
  • Creates and updates training materials, and continually trains the customer service team on processes, services, and new Program developments.
  • Creates and maintain a continuous learning environment for the customer service team.
  • Maintains and Improves customer service operations by monitoring customer service team and system performance.
  • Identify and resolve problems.
  • Leverage extensive experience with CRM solutions to partner with IT and to ensure ICANN systems support operational needs as well as strategic direction of Global Support and Operations, in general.
  • Build cross-functional partnerships to drive process improvement, increase service levels delivered and enhance customer satisfaction.
  • Prepares performance reports monthly, quarterly and annually by collecting, analyzing and summarizing data and trends.
  • Develops self-service tools and materials for customers to improve customer service experience.
  • Other duties as assigned or requested

Required Knowledge, Skills, and Abilities (KSAs):

  • Demonstrated knowledge and experience in: Customer Service, Help Desk Management, Call Center Staffing, Excellent skills in: Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Budgeting
  • Demonstrated ability to:  Document process and procedures, analyze information, metrics reporting
  • General knowledge of:  Internet technologies
  • Specialized knowledge of:  24x7 or Follow-the-Sun Support, CRM systems, Data Analysis
  • Experience in:  Phone System technologies and integration
  • Excellent interpersonal skills with an emphasis on ability to communicate both verbally and in writing
  • Must have analytical, problem solving, and troubleshooting skills
  • Experience with conducting business process reviews, recommending enhancements, and delivering measurable business results in a fast-track environment
  • Must have positive and professional attitude
  • Ability to work well in a team-based environment required
  • Demonstrated ability to be flexible and work with and respond to change quickly

Education and Experience Requirements:

  • Degree: Bachelor’s Degree preferred or 15 years in lieu of degree
  • Years of experience:  12 years, with at least 3 years as Director or Senior Manager in Customer Service
Back Apply Now