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Sitecore · 2 months ago

Vice President, Customer Support Experience

Manchester, NH

Full-time

Hybrid

Director/Executive

Sitecore is a leading provider of digital experience software, empowering iconic brands to build lifelong customer relationships. The Global Vice President of Customer Support Experience will lead and scale the support organization, ensuring exceptional customer experiences through innovation and operational excellence.

AnalyticsContent MarketingCustomer ServiceE-CommerceEmail MarketingInternetSoftwareWeb Development

Responsibilities

Define and execute a bold global support strategy that elevates the customer experience and aligns with Sitecore’s mission to deliver the best customer experience in SaaS

Meet with customers around the world to build deep relationships, understand their challenges, and take ownership of their end-to-end support experience

Build maturity in our support processes, define meaningful operational KPIs, and ensure they’re tied to top-level business performance

Analyse support trends, identify root causes, and hold senior stakeholders accountable for solving systemic issues and reducing case volume

Lead the adoption of humanless support capabilities powered by AI

Demonstrate measurable improvements in customer experience, productivity, and efficiency through the thoughtful integration of Agentic AI into our operations

Partner across Product, Engineering, Sales, and Customer Success to ensure a seamless end-to-end customer journey

Develop, mentor, and inspire a global team of support professionals who are passionate about customer advocacy, continuous improvement, and learning

Lead a global team through significant organisational change while increasing customer satisfaction, enhancing service delivery, and deepening customer engagement

Qualification

Global customer support leadershipOperational excellenceAIAutomation integrationAnalytical skillsCollaborationCustomer advocacyContinuous improvementChange management