Senior Director Customer Care Symantec Mountain View

Job description
Responsibilities

· Effectively direct the day-to-day operations of the Global Customer Care organization; build, lead and develop team of exceptional customer support and service professionals

· Responsible for driving a best-in-class experience for Symantec customers with a focus on delight and retention



· Strategically manage and develop global customer relationships to ensure high levels of satisfaction

· As a leader of and in partnership with the regional Customer Care leaders, as well as other internal senior leaders, set strategy and establish priorities to effectively and efficiently liaise between internal product teams and customers

· Serve as key contributor to the design, delivery and communication of Customer Care offerings, making Symantec’s value visible

· Advocate and serve as the Voice of the Customer internally to key stakeholders and business owners

· Partner across Symantec to proactively analyze and assess our engagement with customers, leveraging insights gained to drive continuous improvement

· Ensure capture of customer feedback and relay internally to enable ongoing improvement of Symantec products and services

· Develop and implement a customer engagement model to monitor and improve satisfaction/retention rates

· Ensure Customer Care is fully represented in system and tool decisions to drive desired customer experience, internal process efficiency and data integrity

Qualifications

· Bachelor’s degree in related field or equivalent experience, advanced degree a plus

· 15+ years leading Customer Service teams within the IT, telecommunications, software industries preferred

· Experience leading teams within a global organization; demonstrated strength in managing and developing global customer relationships

· Ability to define new models and processes from the ground-up and operate at scale

· Experience fostering usage of customer support forums/knowledge repositories and leveraging web-based helpdesk systems for incident management

· Highly data-driven mindset and passion for analytics

· Collaborative and dynamic leader with the ability to inspire confidence

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