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.
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