Position Summary:

The Sr Director of Global Support Experience (GSX) will play a pivotal role in shaping the strategic direction and execution of initiatives within the GSX team. Reporting directly to the Corporate VP, this leader will design global strategic initiatives, build a vision for the Global Support Experience team, and ensure the seamless execution of key initiatives via Plan8. The Sr Director of Global Support Experience (GSX) will serve as a key link between the CVP and the directors, holding the team accountable for achieving their goals. This role involves managing a team of directors, coaching and developing them, holding regular one-on-one meetings, and setting the vision and strategy for the GSX team.

Additionally, the Sr Director of Global Support Experience will collaborate closely with regional support leaders and supporting functions to gather buy-in on strategic initiatives and implement best practices globally. This role serves as a vital bridge between regional teams and the corporate office, ensuring that global support strategies are effectively tailored and executed across all regions. The role will also determine the optimal locations for executing various roles and functions, enhancing overall efficiency and effectiveness of global support operations.

Essential Responsibilities (includes, but is not limited to):

• Develop and implement strategic initiatives that align with the corporate vision and goals.
• Build and communicate a clear vision for the GSX team, ensuring alignment with regional teams (AMER, EMEA, APAC).
• Lead and manage directors, providing coaching, development, and performance management.
• Conduct regular one-on-one meetings with directors to discuss progress, provide feedback, and support professional growth.
• Foster a culture of accountability and continuous improvement within the team.
• Collaborate with other senior leaders to integrate GSX initiatives with broader organizational strategies.
• Oversee the development and implementation of governance and guidelines for regional support teams.
• Standardize onboarding practices, KPIs, and job descriptions across all regions.
• Design and execute strategies for optimizing roles in Manila and other cost-effective locations.
• Identify roles that can or should be moved to more cost-effective locations and develop transition plans.
• Work with regional teams to get buy-in and develop best practices for various support functions.
• Ensure effective communication and collaboration between regional teams and the corporate arm.
• Monitor and report on the progress of strategic initiatives and projects.
• Identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness.
• Oversee daily operations to ensure efficiency and effectiveness in service delivery.
• Monitor performance metrics and ensure the highest standards of customer support are maintained.
• Manage budgets, allocate resources, and provide operational reporting to senior leadership.
• Represent the GSX team in senior executive meetings and provide regular updates to the Corporate VP.

Ideal Skills, Experience, and Competencies:

• 10+ years of experience in a senior leadership role within a global IT or operations environment.
• Proven track record of designing and executing strategic initiatives.
• Strong leadership and team management skills with experience in coaching and developing team members.
• Excellent communication and interpersonal skills.
• Strong operational management skills, including budget management and resource allocation.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong problem-solving and decision-making abilities.
• Ability to work collaboratively with regional and corporate teams.
• Excellent project management and organizational skills.
• Strong analytical and problem-solving abilities.
• General knowledge of IT applications, business processes, and software.
• Strong organizational, presentation, and client service skills.
• Skill in strategic planning with an ability to think and plan ahead.
• Experience with planning and preparing written communications.
• Ability to apply knowledge of business and the marketplace to advance the organization’s goals.
• Ability to develop people to meet both their career goals and the organization’s goals.
• Ability to paint a compelling picture of the vision and strategy that motivates others to action.
• Ability to handle conflict situations effectively with a minimum of noise.
• Ability to see ahead to future possibilities and translate them into breakthrough strategies.

Required Education & Certifications:

• Bachelor’s degree in Information Systems, Business Administration, or related field; Master’s degree preferred

Compensation:

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