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Director, Product Support - Jobs in Ottawa

Assent
Job LocationOttawa
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent

Job Description

Job DescriptionThe Director, Product Support holds a pivotal role within our organization.This individual brings extensive technical expertise, mastery of support processes and a deep understanding of customer needs.We seek a leader who challenges conventional approachesamp; is willing to take risks for enhancing support qualityamp; operational efficiency.The Director, Product Support is a strategic leader with a strong focus on people development, problem solving and achieving tangible results within a global context.Strategic Visionamp; Planning

  • Developamp; articulate a comprehensive strategic vision for Product Support
  • Formulate strategic plansamp; initiative to enhance support processes, ensuring alignment with the business goalsamp; customer expectations
  • Collaborate with cross functional teams to integrate support strategic with Product Development, QAamp; marketing efforts
  • Continuously evaluate industry trends, customeramp; supplier feedbackamp; market dynamics to refineamp; adapt the support strategy as needed
  • Oversee the design of educational programsamp; resources to enhance the knowledgeamp; capabilities of customers, suppliersamp; internal users
Business KPIsamp; OKRs
  • Developamp; implement a comprehensive (KPI) system for the Product Support teams, including identifying relevant metrics, designing frameworks, establishing measurement criteriaamp; fostering stakeholder involvement
  • Monitor the effectiveness of educational programs through feedback mechanismsamp; performance metrics, iterating on strategies to improve engagementamp; knowledge retention
Team Developmentamp; Leadership
  • Review and develop management team and leads through performance management and training initiatives, providing coachingamp; support to enhance team effectiveness
Continuous Improvementsamp; Automation
  • Promote a culture of continuous improvementamp; automation. Monitor and evaluate pilots and testing of new approaches

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