Director, Customer Support
The Global Customer Support function is a functional global shared services team supporting the product and business units with strategy, operations, processes, and technologies to drive exceptional customer service. We are hiring for multiple Director, Customer Support roles across our business units. These roles jointly reports to the Head of the Business Unit and the Global Head of Customer Support.
The Role:
The Director of Customer Support leads strategy and execution for Morningstar's customer support function within a particular business with a focus on simplifying and optimizing support processes and embracing digital transformation to create a best in class customer experience. The scope of the role includes collaboration with the Global Support team to drive transformation of the global, multi-channel Customer Support function across all geographies.
Responsibilities:• Evaluate current state of the customer support strategy and operations• Partner with cross functional teams to develop a future state customer support strategy and support operations plan• Build a prioritized project and implementation plan to address both near-term and long-term objectives.• Define robust data- and metric-driven operating processes to improve ongoing execution of the support function in alignment with central support function processes.• Partner with implementation and customer success teams to drive alignment on operating model, roles and responsibilities and key intersections/handoffs to ensure a seamless customer experience.• Partner with Product Management teams to develop processes to capture key customer insights on product challenges, enhancements and growth opportunities.• Drive ongoing continuous improvement across strategy, operations, technology, and talent.• Optimize deployment of resources across local, onshore, nearshore and offshore centers based on data-driven capacity planning.• Embrace a "customer first" view of the end to end experience across all support channels and across the full life cycle of support: case intake, case management, case resolution, escalation and incident management.• Collaborate with the global support function to evaluate tiered / premium service level strategies.• Collaborate with the global support function to improve knowledge management practices.• Collaborate with the global support function to develop a talent strategy, looking at how we attract, develop and retain a dynamic, client-centric service team.• Collaborate with the global support function to evaluate the efficacy of the early career university talent program, the Morningstar Development Program and its role in customer support talent strategy.• Expand existing training and enablement programs to build a robust onboarding and ongoing talent development program.• Manage key operational and administrative responsibilities including budget management, reporting, forecasting, vendor management, etc.
Requirements:• 10+ years of related leadership experience in customer support in a B2B software, technology or technology-enabled services firm.• Deep experiences with multi-channel customer support, call center operations and associated processes and technologies.• Highly effective at operating in a matrix organization.• Proven people development and coaching skills.• Experience in implementing and managing large scale transformation projects.• Proficiency with Salesforce.com, ServiceCloud, Tableau, Jira and other leading customer support technologies.• Bachelor's degree; MBA or other advanced degree/accreditation is strongly preferred.