Director, Technical Support Operations

This posting will close on August 5, 2024.

Helping Save More Lives

That’s our mission. It’s our business. We are seeking a team player who is passionate about making a commitment to our mission.

RQI Partners is a partnership between the American Heart Association and Laerdal Medical. 

We invite you to review the requirements of the position below. If this career opportunity has piqued your interest, RQI Partners wants to hear from you.

Helping Save More Lives. — Our Mission, Our Business.

RQIP Benefits Include:

• Generous PTO & Holidays
• Remote Work Environment (some positions require travel)
• Comprehensive Medical, Dental and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Employee Assistance Program
• Tuition Reimbursement
• Professional Development Opportunities
• Student Loan Repayment Assistance
• Eligibility for Annual Bonus
• Wellness Reimbursement Program
• Pet Insurance

Position Overview:

The Director of Technical Support Operations oversees all aspects of customer support, ensuring teams provide excellent service and resolve complex issues promptly. They lead process improvements, monitor performance metrics, and foster a customer-focused culture while collaborating with internal teams to enhance service quality and address emerging trends.

Position Holder is Accountable For:

•  Leadership and Strategic Direction: Provide visionary leadership, direction, and support to the Customer Support teams to ensure the delivery of exceptional service to RQIP customers

  •  Process Improvement and Operational Efficiency: Identify, develop, and implement process improvements and support objectives aimed at enhancing efficiency, productivity, and service quality within the Customer Support department. Continuously evaluate and optimize workflows to streamline operations and improve customer service delivery.

  •  Performance Monitoring and Reporting: Monitor and report on departmental KPIs, including case management metrics, incoming customer contact response times, and customer satisfaction levels.  Analyze data to identify trends, areas of improvement, and opportunities for enhancing customer service quality and operational effectiveness.

  •  Customer-Centric Focus: Promote a customer-centric culture throughout the Customer Support department, ensuring that all interactions with external and internal customers are handled with professionalism and care.  

  •  Complex Problem Resolution and Escalation Management:. Act as a point of escalation for high-priority customer issues, leveraging technical expertise and collaboration with internal teams to resolve challenges promptly.

  •  Subject Matter Expertise and Collaboration: Serve as a key subject matter expert by closely collaborating with internal technical, development, and program teams to ensure alignment on customer support strategies and initiatives.  Facilitate cross-functional collaboration to address customer needs and enhance product/service offerings based on customer feedback and support trends.

  •  Training and Development:  Identify training needs within the technical service team and develop comprehensive training programs to enhance skills and knowledge across the department.  

  •  Monitoring Emerging Support Trends: Escalate significant trends or issues as needed and collaborate with teams to develop proactive solutions or workarounds to minimize customer impact.

Required Skills and Competencies:

• Bachelor’s degree in related field or equivalent combination of education and experience
• At least 10 years’ experience in a technical customer service role, with at least 3 years of supervisory experience. 
• Excellent communication skills, both written and verbal
• Demonstrated ability to act in a leadership capacity
• Experience with SaaS and the delivery of solutions via LMS preferred. 
• Demonstrated ability to provide oversight and drive complex projects to successful completion  

The estimated annual base salary for this position is $120,000. Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.