Internal Product Support Director

About the Role

Key Responsibilities

• Lead internal support teams across digital products, compliance/MVS, and core services
• Ensure global service readiness and product support for new and existing offerings
• Drive resolution of systemic issues and escalations through root-cause thinking
• Collaborate with global stakeholders to improve serviceability and lifecycle performance
• Support talent development and process improvement across the support function
• Manage the development of support strategies for new products and for the resolution and containment of product support escalations for the business
• Be accountable for metrics related to responsiveness to field and customer issues
• Develop and execute strategies, customer relationships, and specific programs to achieve business objectives
• May develop training strategies for Application Engineers, Field Service Engineers, and Remote Support Engineers
• May manage relationships with third parties, such as vendors and product partners

Requirements

• Bachelor's or Master's Degree or equivalent plus directly relevant experience
• Minimum of 5 years' experience leading people, projects, and/or programs
• Proven experience in technical support, services, or product operations
• Strong leadership skills in a global, matrixed environment
• Knowledge of software, service models, and instrument platforms
• Track record of cross-functional collaboration and operational improvement

Qualifications

• Educational background including Bachelor's or Master's Degree or equivalent

Benefits & Perks

• Full-time weekly schedule with the option to work remotely
• Full-time equivalent pay range of $201,792.00 - $315,300.00 per year
• Eligibility for bonus, stock, and benefits
• Pay ranges determined by role, level, and location
• Additional pay considerations based on work location, skills, experience, and education