Imagine Communications

  • Director of Support Denver, CO

    Job Locations US-CO-Denver
    Posted Date 3 weeks ago(3 weeks ago)
    Requisition ID
    09182249
  • Company Overview

    Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.  Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

     

    You will lead a multi-tier Global support team for the AdTech business unit (SaaS), providing the highest standard of technical support to our Broadcast Media customers.

     

    If you’re looking to join a market leader and take your career to the next level, contact us today!

     

    Imagine Communications Corp. is an Equal Employment Opportunity (EEO) Employer and does not discriminate on the basis of race, color, religion, national origin, sex, gender, gender identity, gender expression, age, sexual orientation, disability (physical or mental), medical condition, marital status, ancestry, protected veteran status, genetics and any other protected group status or non-job related characteristics as directed by law.

    Specific duties include but are not limited to

    Key Responsibilities:

    • Provide leadership and direction to the multi-tier support team, establishing strategy, communicating direction, and developing exceptional talent.
    • Develop and manage stakeholder relationships, both external customer relationships and internal teams to ensure alignment and mutual support.
    • Define, manage and optimize a support structure and support processes that exceed the expectations of our customers.
    • Develop and execute a SLA measurement and reporting structure to ensure customer needs are met and provide internal visibility to customer satisfaction.
    • Manage and optimize key internal processes and tools necessary to deliver exceptional service to customers including service ticketing, customer reporting, KPI management and dashboard reporting.
    • Defining and developing our Service Transition capability, particularly for our xG product set.

    Qualifications

    Key Requirements:

    • Bachelor’s degree coupled with 10 years’ experience including leadership of customer support people in a technology environment – Broadcast Media a plus
    • Experience effectively managing escalated customer cases and effectiveness with developing and nurturing customer relationships.
    • Demonstrated ability to coach and develop 1st line managers to be excellent leaders of people.
    • Software development experience required and a preference for service leadership experience in a global environment.
    • Exceptional diligence with process definition and optimization.
    • Experience with successfully leveraging tools and processes critical to support success - - -case management, service reporting, incident management, operations, and knowledge management.
    • Strong verbal and written communication skills.
    • Demonstrated effectiveness with developing relationships and managing internal stakeholders.
    • Proven trackrecord of establishing service metrics and reporting processes to ensure success.
    • Estimated travel = 25-30%.

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