OCA Senior Director, Customer Support

Job Description

This role is accountable for defining and leading the Customer Support strategy and execution across a complex, multi-country region, serving as a key member of the Regional Medical Service leadership team.

This role owns the end-to-end Customer Support domain, including service commitments, service level agreements (SLAs), and the request-to-resolution lifecycle, ensuring delivery of a consistent, high-quality, and compliant customer experience on a scale.

The role drives operational excellence, financial performance, and customer outcomes by translating regional business strategy into Customer Support priorities, governance, and execution models. This leader ensures alignment with broader Medical Service objectives while enabling sustainable growth, customer retention, and long-term profitability.

Job Duties

• Defines and leads the regional Customer Support strategy, ensuring full alignment with Medical Service business priorities and long-term growth objectives.
• Serves as a key member of the Regional Medical Service leadership team and strategic advisor to the Regional Business Leader, influencing service direction, customer experience, and operational investments.
• Owns end-to-end accountability for Customer Support service commitments, including SLA performance, uptime delivery, and the request-to-resolution lifecycle across the region.
• Drives operational and financial performance of a large-scale, multi-country Customer Support organization, including budget oversight, cost optimization, and resource allocation.
• Leads a multi-layered organization (leaders of leaders), build leadership capability, strengthening succession pipelines, and fostering a high-performance, accountability-driven culture.
• Establishes and enforces governance frameworks, KPIs, and standardized processes to ensure consistency, compliance, and performance transparency across all countries.
• Partners cross-functionally with Field Service, Repair Operations, Uptime Management, IT, and Quality & Regulatory Affairs to deliver a seamless end-to-end customer experience.
• Translates customer insights, service data, and regional market trends into strategic initiatives, continuous improvement programs, and innovation opportunities.
• Identifies and mitigates operational risks while ensuring adherence to regulatory, quality, and compliance requirements in a highly complex service environment.
• Driving customer satisfaction, retention, and profitable service growth, positioning Customer Support as a critical enabler of regional business performance.
• Performs other duties as assigned.

Job Qualifications

Required:

• Bachelor’s degree in business, Engineering, Healthcare Management, or a related field required.
• Minimum of 12 years of progressive leadership experience in customer support, service operations, or a related function, including significant experience leading multi-country, complex organizations.
• Demonstrated experience in leading leaders, managing large-scale operations, and driving strategic initiatives.
• Strong background in SLA-driven service environments, customer experience management, and operational excellence.
• Strategic Leadership: Ability to define and execute regional strategies that align with business objectives and drive long-term growth.
• Operational Excellence: Deep expertise in managing large-scale, SLA-driven service operations with a focus on performance, quality, and continuous improvement.
• Financial Acumen: Strong capability in budget management, cost optim