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Role Snapshot
Sr Director of CTSS Operations at Cengage leading strategic customer support initiatives to enhance operational efficiency and customer satisfaction. This role oversees global support operations, knowledge management, incident resolution, automation tooling, and vendor management.
Key Responsibilities: Oversee operational performance, workforce planning, and scheduling across support channels while monitoring real-time metrics and conducting root cause analysis. Lead automation initiatives, develop data strategies, manage customer satisfaction metrics, and collaborate cross-functionally with product, engineering, and analytics teams.
Skills & Tools: Strong analytical abilities, proficiency with CRM and support technology platforms, and proven leadership in SaaS or technology-driven environments. Experience with automation, AI in support processes, and data-driven decision making required.
Qualifications: Demonstrated experience leading high-performing global support organizations with deep understanding of product development and customer support operations. MBA or technical degree preferred; experience with automation and AI in support processes valued.
Location: Ohio
Compensation: $138K–$180K/yr
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