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VP, Customer Support (US)

26e3987f 3a1f 48c4 8cdd 9e523c035c25 19000101 000001 · US; PLANO, TX, US, PLANO, TX · Remote · Active · $180,000–$185,000 / year · ADP Workforce Now Recruiting

Job facts

FieldValue
Company26e3987f 3a1f 48c4 8cdd 9e523c035c25 19000101 000001
TitleVP, Customer Support (US)
Normalized title-
Department / team-
LocationUnited States
Work modelRemote / Remote
Employment typeFull Time
Salary$180,000–$185,000 / year
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-06-05 / 2026-06-06
Changed / last seen2026-06-06 / 2026-06-06

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Provider filtered searchThe same provider as a filtered job collection.Open
Work model jobsActive Remote postings.Open
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Linked records

Company26e3987f 3a1f 48c4 8cdd 9e523c035c25 19000101 000001
Sourcef6450178-337a-4822-9497-4ec46d29aa7b
ATS providerADP Workforce Now Recruiting

Description

Company Overview: At Enseo, we’re redefining what hospitality technology can be. We provide the technology for modern hospitality — helping hotels across the U.S., Canada, and Mexico deliver personalized digital guest experiences while simplifying operations behind the scenes. Our solutions enable hotel teams to improve guest satisfaction, operate more efficiently, and unlock new revenue opportunities. From in-room entertainment and reliable connectivity to guest engagement and property-wide insights, Enseo’s platform supports some of the most recognized hotel brands in the industry. Our technology powers more than 84 million guest experiences each year across over 330,000 rooms. Position Overview: The Vice President, Customer Support owns Enseo’s customer support function across all channels and tiers, the proactive monitoring of deployed customer environments, and the executive-level account escalation function. This role is accountable for the customer experience from first contact through final resolution, for catching issues before customers call, and for being the single operational point of accountability when senior customer or executive attention is required. The VP leads a global, multi-site organization spanning the United States and the Philippines, responsible for keeping deployed hospitality technology running at thousands of properties, and is measured on customer satisfaction, response and resolution speed, proactive issue detection, escalation discipline, and the operational efficiency of the support footprint. What You’ll Do Contact Center Operations Own the performance of the frontline support contact center across phone, ticket, chat, and email channels Establish and maintain service level targets for response time, time to first action, and resolution by severity and customer tier Build workforce management discipline including forecasting, scheduling, shrinkage management, and 24x7 coverage planning Define and enforce ticket handling standards, documentation requirements, and quality assurance review cycles Maintain a tiered support model with clear criteria for Tier 1, Tier 2, and Tier 3 routing Drive first-contact resolution and reduce unnecessary escalations through training, knowledge management, and tooling Own contact center technology stack decisions in partnership with IT, including ACD, ticketing, knowledge base, and customer communication platforms Proactive Monitoring & Customer Health (Net-New Capability) Stand up and lead Enseo’s proactive monitoring function as net-new operational capability, including the operational watch team, alert response workflows, and proactive ticket creation off telemetry Define the proactive monitoring strategy: coverage targets, alert framework, watch operations model, and staffing footprint across US and Manila Partner with Systems Engineering on monitoring instrumentation, alert tuning, telemetry sources, and observability platform investments; consume monitoring signal and own the operational response Build and run a property health framework covering uptime, recurring incident patterns, firmware compliance, and at-risk property identification Own firmware advisory and known-issue notification programs to deployed properties Establish proactive outreach motions for at-risk accounts, post-incident follow-up, and major release readiness checks Report customer health and proactive performance metrics to the COO and to customer business reviews Escalation Management & Tier 3 Engagement Own the escalation framework and SLAs that govern how tickets move from Tier 1 and Tier 2 into Tier 3 engineering teams in Systems Engineering Define escalation criteria, handoff documentation standards, and acceptance gates so Tier 3 engineers receive clean, actionable tickets Drive Tier 3 ticket resolution outcomes through aging reviews, structured reporting, and the cross-functional escalation governance forum Run the recurring escalation governance forum (Customer Support, Systems Engineering, Product) with visible accountability for top tickets, top customers, and aging backlog Maintain a problem management practice that identifies recurring issues, drives root cause analysis through Engineering, and tracks permanent fixes back into release cycles Maintain a known-issues and workaround library so frontline tiers can deflect and contain issues without unnecessary escalation Own the post-incident review process for major customer-impacting events, including root cause documentation and corrective action tracking Executive Account Escalation Serve as the single operational point of accountability for executive-level customer escalations, including issues raised directly to the President, Hospitality, the COO, or the CEO Maintain 24x7 reachability for executive escalations and major customer-impacting events Own the operational response on hot accounts: convene Systems Engineering, Product, field resources, and account teams as needed; drive to closure; communicate status to the executive sponsor Establish a structured cadence with Sales, CSM, and Account Management on at-risk accounts and named customer watch lists Own customer-facing executive communication on major incidents, including status updates, root cause communication, and corrective action commitments Build the playbooks, on-call rotations, and escalation paths that make executive response repeatable rather than heroic Global Support Delivery (US + Philippines) Own the global support delivery model with the Director, Philippines Operations as a direct report Define the work split between US and Manila operations by channel, tier, customer segment, and time zone coverage Establish consistent standards, training, quality, and tooling across both sites so customer experience is location-agnostic Drive cost-to-serve optimization through deliberate placement of work in the most appropriate location, including evaluation of Manila as the primary delivery site for the new proactive monitoring function Maintain workforce continuity and resilience across sites, including failover plans for site-level disruptions Build career paths and development programs that span both sites and retain top talent in each location Customer Experience & Voice of the Customer Own customer satisfaction measurement across the support lifecycle, including CSAT, NPS for support interactions, and customer effort scoring Establish a closed-loop process for acting on customer feedback, with visible accountability and timelines Partner with Sales, CSM, and Account Management on top-customer escalations, executive sponsor cases, and at-risk accounts Represent the voice of the customer in product, engineering, and operations forums, including recurring readouts on top issues, defect trends, and customer pain points Knowledge, Training & Quality Own the support knowledge base as a first-class operational asset, with content standards, ownership, freshness reviews, and usage analytics Build onboarding and continuous training programs across both sites covering Enseo products, hospitality customer context, technical fundamentals, and customer interaction skills Run a quality assurance program with calibrated scoring, coaching loops, and tie-in to performance management Maintain certification standards for tier advancement and specialized product or customer-segment coverage Partner with Systems Engineering to ensure Tier 1 and Tier 2 teams receive structured technical enablement on new releases, known issues, and emerging product behavior Operations, Reporting & Continuous Improvement Establish the operational reporting cadence covering volume, SLA performance, escalation rates, backlog, CSAT, proactive ticket rates, and cost-to-serve Build executive-level reporting suitable for COO, customer business reviews, and board reporting cycles Drive structured continuous improvement on top defect categories, top-volume drivers, and top-cost workflows Own support cost management including headcount planning, technology spend, and offshore-onshore mix Partner with Product and Systems Engineering on support-readiness gates for new product introductions and major releases Schedule Adherence and Workforce Utilization What We’re Looking For Ten or more years of progressive customer support leadership experience, with at least five years leading multi-tier support organizations at director level or above Demonstrated experience leading global, multi-site support operations including offshore delivery (Philippines, India, or comparable) Track record running 24x7 contact centers serving B2B customers in technology, hospitality, telecom, managed services, or comparable industries Experience building or significantly scaling a proactive monitoring, NOC, or customer health function as net-new operational capability Demonstrated ability to serve as the executive operational point of accountability on top-customer escalations, including direct interaction with senior customer stakeholders Willingness and demonstrated history of being reachable and responsive outside of business hours for major customer-impacting events Strong command of contact center operations including workforce management, ACD/ticketing platforms, knowledge management, and quality programs Proven ability to translate operational data into executive narratives and board-ready reporting Experience managing a meaningful operating budget with accountability for cost-to-serve outcomes Bachelor’s degree or equivalent professional experience Preferred Experience supporting hospitality, multi-dwelling, or large-property-portfolio customers Background supporting installed hardware, network infrastructure, or AV/IT systems in addition to software Experience with NetSuite, Salesforce Service Cloud, ServiceNow, Zendesk, or comparable support platforms Experience with monitoring and observability platforms (Datadog, SolarWinds, LogicMonitor, PRTG, or comparable) Experience standing up or scaling a Manila-based (or offshore) operation, or working closely with Philippine BPO partners Experience with problem management and ITIL service operations practices Six Sigma, Lean, or comparable process improvement certification Work Environment: Physical requirements: Working Conditions: This is a full-time hybrid/remote office environment with up to 25% travel internationally. Physical Activities: Occasional standing, stooping, and lifting up to 15 pounds Physical Demands: Prolonged periods of sitting at a desk, working on a computer, and speaking on a telephone. Frequent repetitive motions Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Full job record

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Source IDf6450178-337a-4822-9497-4ec46d29aa7b
Board IDf6450178-337a-4822-9497-4ec46d29aa7b
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TitleVP, Customer Support (US)
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First Seen At2026-06-06 13:10:16Z
Last Seen At2026-06-06 13:10:16Z
Last Checked At2026-06-06 13:10:16Z
Last Changed At2026-06-06 13:10:16Z
Inactive At—
Source Posted At2026-06-05 19:48:00Z
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    "requisitionDescription": "<p style=\"margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\" data-pasted=\"true\"><strong><span style='font-size:13px;line-height:115%;font-family:\"Segoe UI\";'>Company Overview:&nbsp;</span></strong></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><br></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style='font-size:13px;line-height:115%;font-family:\"Segoe UI\";'>At Enseo, we&rsquo;re redefining what hospitality technology can be.</span></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style='font-size:13px;line-height:115%;font-family:\"Segoe UI\";'>We provide the technology for modern hospitality &mdash; helping hotels across the U.S., Canada, and Mexico deliver personalized digital guest experiences while simplifying operations behind the scenes. Our solutions enable hotel teams to improve guest satisfaction, operate more efficiently, and unlock new revenue opportunities.</span></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style='font-size:13px;line-height:115%;font-family:\"Segoe UI\";'>From in-room entertainment and reliable connectivity to guest engagement and property-wide insights, Enseo&rsquo;s platform supports some of the most recognized hotel brands in the industry. Our technology powers more than 84 million guest experiences each year across over 330,000 rooms.</span></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><strong><span style=\"font-size:13px;line-height:115%;\">Position Overview:</span></strong></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;line-height:115%;\">The Vice President, Customer Support owns Enseo&rsquo;s customer support function across all channels and tiers, the proactive monitoring of deployed customer environments, and the executive-level account escalation function. This role is accountable for the customer experience from first contact through final resolution, for catching issues before customers call, and for being the single operational point of accountability when senior customer or executive attention is required. The VP leads a global, multi-site organization spanning the United States and the Philippines, responsible for keeping deployed hospitality technology running at thousands of properties, and is measured on customer satisfaction, response and resolution speed, proactive issue detection, escalation discipline, and the operational efficiency of the support footprint.</span></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><strong><span style=\"font-size:13px;line-height:115%;\">What You&rsquo;ll Do</span></strong></p><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;line-height:115%;font-size:21px;font-family:\"Calibri Light\",sans-serif;color:#2F5496;font-weight:normal;'><strong><span style=\"font-size:13px;line-height:115%;font-family:Tenorite;color:windowtext;\">Contact Center Operations</span></strong></h2><div style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own the performance of the frontline support contact center across phone, ticket, chat, and email channels</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Establish and maintain service level targets for response time, time to first action, and resolution by severity and customer tier</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Build workforce management discipline including forecasting, scheduling, shrinkage management, and 24x7 coverage planning</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Define and enforce ticket handling standards, documentation requirements, and quality assurance review cycles</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Maintain a tiered support model with clear criteria for Tier 1, Tier 2, and Tier 3 routing</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Drive first-contact resolution and reduce unnecessary escalations through training, knowledge management, and tooling</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own contact center technology stack decisions in partnership with IT, including ACD, ticketing, knowledge base, and customer communication platforms</span></li></ul></div><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;line-height:115%;font-size:21px;font-family:\"Calibri Light\",sans-serif;color:#2F5496;font-weight:normal;'><strong><span style=\"font-size:13px;line-height:115%;font-family:Tenorite;color:windowtext;\">Proactive Monitoring &amp; Customer Health (Net-New Capability)</span></strong></h2><div style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Stand up and lead Enseo&rsquo;s proactive monitoring function as net-new operational capability, including the operational watch team, alert response workflows, and proactive ticket creation off telemetry</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Define the proactive monitoring strategy: coverage targets, alert framework, watch operations model, and staffing footprint across US and Manila</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Partner with Systems Engineering on monitoring instrumentation, alert tuning, telemetry sources, and observability platform investments; consume monitoring signal and own the operational response</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Build and run a property health framework covering uptime, recurring incident patterns, firmware compliance, and at-risk property identification</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own firmware advisory and known-issue notification programs to deployed properties</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Establish proactive outreach motions for at-risk accounts, post-incident follow-up, and major release readiness checks</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Report customer health and proactive performance metrics to the COO and to customer business reviews</span></li></ul></div><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;line-height:115%;font-size:21px;font-family:\"Calibri Light\",sans-serif;color:#2F5496;font-weight:normal;'><strong><span style=\"font-size:13px;line-height:115%;font-family:Tenorite;color:windowtext;\">Escalation Management &amp; Tier 3 Engagement</span></strong></h2><div style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own the escalation framework and SLAs that govern how tickets move from Tier 1 and Tier 2 into Tier 3 engineering teams in Systems Engineering</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Define escalation criteria, handoff documentation standards, and acceptance gates so Tier 3 engineers receive clean, actionable tickets</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Drive Tier 3 ticket resolution outcomes through aging reviews, structured reporting, and the cross-functional escalation governance forum</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Run the recurring escalation governance forum (Customer Support, Systems Engineering, Product) with visible accountability for top tickets, top customers, and aging backlog</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Maintain a problem management practice that identifies recurring issues, drives root cause analysis through Engineering, and tracks permanent fixes back into release cycles</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Maintain a known-issues and workaround library so frontline tiers can deflect and contain issues without unnecessary escalation</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own the post-incident review process for major customer-impacting events, including root cause documentation and corrective action tracking</span></li></ul></div><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;line-height:115%;font-size:21px;font-family:\"Calibri Light\",sans-serif;color:#2F5496;font-weight:normal;'><strong><span style=\"font-size:13px;line-height:115%;font-family:Tenorite;color:windowtext;\">Executive Account Escalation</span></strong></h2><div style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Serve as the single operational point of accountability for executive-level customer escalations, including issues raised directly to the President, Hospitality, the COO, or the CEO</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Maintain 24x7 reachability for executive escalations and major customer-impacting events</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own the operational response on hot accounts: convene Systems Engineering, Product, field resources, and account teams as needed; drive to closure; communicate status to the executive sponsor</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Establish a structured cadence with Sales, CSM, and Account Management on at-risk accounts and named customer watch lists</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own customer-facing executive communication on major incidents, including status updates, root cause communication, and corrective action commitments</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Build the playbooks, on-call rotations, and escalation paths that make executive response repeatable rather than heroic</span></li></ul></div><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;line-height:115%;font-size:21px;font-family:\"Calibri Light\",sans-serif;color:#2F5496;font-weight:normal;'><strong><span style=\"font-size:13px;line-height:115%;font-family:Tenorite;color:windowtext;\">Global Support Delivery (US + Philippines)</span></strong></h2><div style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own the global support delivery model with the Director, Philippines Operations as a direct report</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Define the work split between US and Manila operations by channel, tier, customer segment, and time zone coverage</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Establish consistent standards, training, quality, and tooling across both sites so customer experience is location-agnostic</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Drive cost-to-serve optimization through deliberate placement of work in the most appropriate location, including evaluation of Manila as the primary delivery site for the new proactive monitoring function</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Maintain workforce continuity and resilience across sites, including failover plans for site-level disruptions</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Build career paths and development programs that span both sites and retain top talent in each location</span></li></ul></div><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;line-height:115%;font-size:21px;font-family:\"Calibri Light\",sans-serif;color:#2F5496;font-weight:normal;'><strong><span style=\"font-size:13px;line-height:115%;font-family:Tenorite;color:windowtext;\">Customer Experience &amp; Voice of the Customer</span></strong></h2><div style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own customer satisfaction measurement across the support lifecycle, including CSAT, NPS for support interactions, and customer effort scoring</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Establish a closed-loop process for acting on customer feedback, with visible accountability and timelines</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Partner with Sales, CSM, and Account Management on top-customer escalations, executive sponsor cases, and at-risk accounts</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Represent the voice of the customer in product, engineering, and operations forums, including recurring readouts on top issues, defect trends, and customer pain points</span></li></ul></div><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;line-height:115%;font-size:21px;font-family:\"Calibri Light\",sans-serif;color:#2F5496;font-weight:normal;'><strong><span style=\"font-size:13px;line-height:115%;font-family:Tenorite;color:windowtext;\">Knowledge, Training &amp; Quality</span></strong></h2><div style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own the support knowledge base as a first-class operational asset, with content standards, ownership, freshness reviews, and usage analytics</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Build onboarding and continuous training programs across both sites covering Enseo products, hospitality customer context, technical fundamentals, and customer interaction skills</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Run a quality assurance program with calibrated scoring, coaching loops, and tie-in to performance management</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Maintain certification standards for tier advancement and specialized product or customer-segment coverage</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Partner with Systems Engineering to ensure Tier 1 and Tier 2 teams receive structured technical enablement on new releases, known issues, and emerging product behavior</span></li></ul></div><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;line-height:115%;font-size:21px;font-family:\"Calibri Light\",sans-serif;color:#2F5496;font-weight:normal;'><strong><span style=\"font-size:13px;line-height:115%;font-family:Tenorite;color:windowtext;\">Operations, Reporting &amp; Continuous Improvement</span></strong></h2><div style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Establish the operational reporting cadence covering volume, SLA performance, escalation rates, backlog, CSAT, proactive ticket rates, and cost-to-serve</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Build executive-level reporting suitable for COO, customer business reviews, and board reporting cycles</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Drive structured continuous improvement on top defect categories, top-volume drivers, and top-cost workflows</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Own support cost management including headcount planning, technology spend, and offshore-onshore mix</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Partner with Product and Systems Engineering on support-readiness gates for new product introductions and major releases</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Schedule Adherence and Workforce Utilization</span></li></ul></div><p style=\"margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:Tenorite;\"><br></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><strong><span style=\"font-size:13px;line-height:115%;\">What We&rsquo;re Looking For</span></strong></p><div style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Ten or more years of progressive customer support leadership experience, with at least five years leading multi-tier support organizations at director level or above</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Demonstrated experience leading global, multi-site support operations including offshore delivery (Philippines, India, or comparable)</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Track record running 24x7 contact centers serving B2B customers in technology, hospitality, telecom, managed services, or comparable industries</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Experience building or significantly scaling a proactive monitoring, NOC, or customer health function as net-new operational capability</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Demonstrated ability to serve as the executive operational point of accountability on top-customer escalations, including direct interaction with senior customer stakeholders</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Willingness and demonstrated history of being reachable and responsive outside of business hours for major customer-impacting events</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Strong command of contact center operations including workforce management, ACD/ticketing platforms, knowledge management, and quality programs</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Proven ability to translate operational data into executive narratives and board-ready reporting</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Experience managing a meaningful operating budget with accountability for cost-to-serve outcomes</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Bachelor&rsquo;s degree or equivalent professional experience</span></li></ul></div><h2 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;line-height:115%;font-size:21px;font-family:\"Calibri Light\",sans-serif;color:#2F5496;font-weight:normal;'><strong><span style=\"font-size:13px;line-height:115%;font-family:Tenorite;color:windowtext;\">Preferred</span></strong></h2><div style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Experience supporting hospitality, multi-dwelling, or large-property-portfolio customers</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Background supporting installed hardware, network infrastructure, or AV/IT systems in addition to software</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Experience with NetSuite, Salesforce Service Cloud, ServiceNow, Zendesk, or comparable support platforms</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Experience with monitoring and observability platforms (Datadog, SolarWinds, LogicMonitor, PRTG, or comparable)</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Experience standing up or scaling a Manila-based (or offshore) operation, or working closely with Philippine BPO partners</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Experience with problem management and ITIL service operations practices</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><span style=\"font-size:13px;\">Six Sigma, Lean, or comparable process improvement certification</span></li></ul></div><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><strong>&nbsp;</strong></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><strong><span style=\"font-size:13px;line-height:115%;\">Work Environment:&nbsp;</span></strong></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><strong><span style=\"font-size:13px;line-height:115%;font-family:Arial;\">Physical requirements:</span></strong></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:2.0in;line-height:115%;font-size:16px;font-family:Tenorite;text-indent:-1.5in;\"><strong><span style=\"font-size:13px;line-height:115%;font-family:Arial;\">Working Conditions:</span></strong><strong><span style=\"font-size:13px;line-height:115%;font-family:Arial;\"> </span></strong><span style=\"font-size:13px;line-height:115%;font-family:Arial;\">This is a full-time hybrid/remote office environment with up to 25% travel internationally.&nbsp;</span></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:2.0in;line-height:115%;font-size:16px;font-family:Tenorite;text-indent:-1.5in;\"><strong><span style=\"font-size:13px;line-height:115%;font-family:Arial;\">Physical Activities:</span></strong><span style=\"font-size:13px;line-height:115%;font-family:Arial;\">&nbsp;Occasional standing, stooping, and lifting up to 15 pounds</span></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:2.0in;line-height:115%;font-size:16px;font-family:Tenorite;text-indent:-1.5in;\"><strong><span style=\"font-size:13px;line-height:115%;font-family:Arial;\">Physical Demands:</span></strong><span style=\"font-size:13px;line-height:115%;font-family:Arial;\">&nbsp;Prolonged periods of sitting at a desk, working on a computer, and speaking on a telephone. Frequent repetitive motions</span></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><strong>&nbsp;</strong></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><strong>&nbsp;</strong></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:Tenorite;\"><span style='font-size:13px;font-family:\"Segoe UI\";'>Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.</span></p><p style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:Tenorite;\"><br></p>\n",
    "sponsoredVisaTypeCodes": []
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    "requisitionTitle": "VP, Customer Support (US)",
    "clientRequisitionID": "1022",
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}
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