Senior Director, Engagement Services

Why join us? 

We’re on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.  
 

At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What’s more, you’ll be part of a work culture where collaboration is the norm and individuality is welcomed. 

As a member of our team, you’ll have the power to make it happen. You’ll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers’ lives. 

Position Overview

The Senior Director, Engagement Services is a key leadership role responsible for overseeing the Sales Enablement, Technical Support, and Learning & Development functions across North America. ensuring exceptional experiences for recommenders, partners, and institutional clients across all touchpoints. This individual will lead the development and execution of engagement strategies that enhance satisfaction, promote loyalty , and drive growth for our product lines. The role requires a data-driven leader with a deep understanding of recommender dynamics. 

This leader will cultivate a forward-thinking culture, champion change in organizational thought processes, to create operational efficiencies by driving continuous improvement that supports team development and Talent Development (TD) growth. The role demands both strategic vision and hands-on execution, with a deep commitment to collaboration, innovation, and exceptional service delivery.

Key Responsibilities

Strategic Leadership & Vision

• Develop and implement a strategic roadmap for Engagement Services , including clear milestones, KPIs, and deliverables aligned with corporate goals.
• Lead initiatives that enhance customer-centric experiences across all engagement touchpoints—ensuring seamless and consistent interactions.
• Drive innovation in tools, processes, and approaches, challenging legacy thinking to foster a progressive mindset that supports evolving business needs.

Organizational Collaboration

• Partner cross-functionally to support and align with corporate initiatives, ensuring Engagement Services contributes to and reinforces enterprise-wide strategies.
• Actively participate in strategic planning, including quarterly roadmap reviews and priority-setting for the North America region.
• Scale engagement initiatives in a high-growth environment, ensuring programs are future ready

Team Development & Talent Growth

• Lead and develop high-performing teams across sales support, tech support, and learning functions.
• Strengthen the Talent Development (TD) pipeline by embedding structured coaching, development plans, and career progression opportunities.
• Foster a growth-oriented, inclusive culture that values continuous learning and team accountability.
• Collaboration with HR and Market Leadership to develop national talent

Customer Experience & Operational Excellence

• Monitor and analyze KPIs across Engagement Services, using data insights to identify trends, risks, and opportunities.
• Leverage customer relationship management (CRM) tools, patient portals, and engagement platforms to personalize experiences and optimize customer journeys.
• Oversee the quality, effectiveness, and consistency of learning programs—both internal and external—to ensure they support business priorities and