Director I - director of global technical support

job family Product Operations

job subfamily Global Technical Support

reports to McKenna Murray, Senior Director, Product Operations - Global Product Operations Team

about product operations

The Product Operations team plays a pivotal role in driving success by providing comprehensive business insights, expert translations, precise technical writing, and impactful training solutions. We bridge the gap between complex technical information and actionable strategies, ensuring seamless communication across global teams. By delivering data-driven insights, translating technical content into accessible formats, and equipping teams with the knowledge they need, we empower our organization to operate efficiently and effectively in a dynamic, global environment.

job purpose and responsibilities

purpose of the job

The Global Technical Support team mission is to uphold high quality participant and customer experience of Randstad RiseSmart products and services. We aim to deliver timely, accurate, and professional technical support to all Randstad RiseSmart customers. We collaborate cross-functionally to document and communicate issues so we can improve and measure the continued success of our products.

● Lead global technical support teams, ensuring exceptional customer experiences

● Partner with product, engineering, and senior leadership to align support strategies with business goals

● Drive process improvements and scalable solutions to enhance efficiency

● Proactively identify and resolve technical challenges, implementing enterprise-wide enhancements

● Establish and monitor KPIs to measure and improve team performance

● Balance immediate operational needs with long-term growth and innovation

● strategic leadership and management of a function

● setting and managing budget

● responsible for achieving the goals through effective management of the team responsibilities Strategic Leadership & Cross-Functional Collaboration

● Define and execute a global technical support strategy that aligns with business growth and customer experience initiatives.

● Drive scalable, enterprise-wide improvements to enhance efficiency and service quality.

● Collaborate across teams (technical support, product, engineering, and leadership) to streamline issue resolution.

● Advocate for customer needs by identifying key challenges and driving product/service enhancements. Team Development & Performance Management

● Lead and mentor global technical support teams, fostering a high-performance culture that prioritizes innovation, problem-solving, and customer-first service.

● Develop and implement training programs to ensure ongoing technical expertise, product knowledge, and adherence to customer service standards.

● Establish and monitor key performance indicators (KPIs) to measure team effectiveness, customer satisfaction, and operational efficiency. ● Utilize data insights to drive continuous improvements, address ticket volume trends, and optimize support workflows. Customer Experience & Operational Excellence

● Oversee global support operations, ensuring timely and accurate resolution of complex customer issues while maintaining high service standards.

● Implement automation, AI-driven solutions, and process optimizations to improve support efficiency and scalability.

● Proactively manage escalations, ensuring a seamless customer experience while driving root-cause analysis and preventive solutions. ● Maintain flexibility in scheduling to support global teams across multiple time zones, including weekends and evenings when necessary. Reporting & Strategic Insights

● Provide executive-level reports on customer service trends, operational performance, and areas for strategic improvement.

● Leverage analytics to identify patterns, anticipate challenges, and refine support strategies to enhance service delivery. develops and/or delivers a plan for a specific area of responsibility by managing others ● analyses key themes using data from a wide range of sources and identifies possible impacts on the business

● develops innovative solutions by integrating and analyzing complex and diverse information sources

● manages key stakeholder relationships internally and externally

● creating thought leadership

● providing short, medium and long-term strategies that are aligned with business goals

● establishing metrics, goals and the expected performance levels of all teams and providing feedback and coaching where appropriate

● should assess/survey the quality of work delivered by teams

● coach and mentor teams in their development

● identify talent and creating opportunities for development

● takes responsibility for the implementation of a team's performance management systems

● acts as a role model for team members key performance indicators ● please list the KPIs if they already exist

● specify if there are any financial responsibilities linked to the role (e.g. financial targets, etc.) Global Technical Support Metrics

● Agent and Customer Satisfaction (CSAT) Scores

● Cross-Department Communication Improvement Plan (Tier1&2 Support, Product Management and Product Advisory, & Tier-3/Dev team)

● Monthly & Quarterly Monitoring & Support for Ticket Volume, Error, Tag & Release Metrics

● Improve and maintain resolution time (Mean Time to Resolution, MTTR)

● Monitor & Track Agent productivity (ticket/issue counts, resolution rates, and SLA adherence

● Employee Engagement & Retention

● Cost Efficiency & Operational Improvements

● Knowledge Base Usage & Effectiveness key stakeholders

● Global Operations, Sales, and Enterprise Teams - including but limited to Product Management; Engineering; Engagement/Operations; Accounting and Global IT

● All external customers and clients who are impacted with RandstadRiseSmart contracts job requirements education, experience & knowledge

● University/Post Graduate degree or equivalent professional & intellectual ability

● excellent Microsoft Office/google for business applications skills

● wide and deep experience providing expert competence

● significant professional experience

● experience in managing and motivating teams

● solid experience of people management and leadership in a results-driven environment

● experience of planning and managing resources to deliver predetermined objectives

● experience of interpreting strategy and policy in order to set and deliver objectives within medium to long time frames

● experience working in a complex matrix, across multiple geographies

● proven experience of developing relationships working at a strategic and operational level

● The ideal candidate is an experienced, results-driven leader with a deep understanding of global technical support operations. Strong coaching, mentoring, and collaboration skills are essential to navigate challenges and ensure customer satisfaction. The role requires flexibility across multiple global time zones to support diverse teams. ● Leadership & Experience: 5+ years leading global technical support teams, driving large-scale initiatives, and aligning operations with business goals; excellent people management skills

● University/Post Graduate degree or equivalent professional & intellectual ability

● excellent Microsoft Office/google for business applications skills

● proven experience of developing relationships working at a strategic and operational level

● Customer & Stakeholder Focus: 3+ years in technical support leadership, ensuring customer success, meeting SLAs, and delivering high-quality service.

● Technical & Industry Knowledge: Proficiency in Zendesk, ServiceNow, and Jira; passion for innovation and process evolution to stay ahead of industry trends.

● Global & Remote Operations: Ability to manage complex, distributed teams across global time zones

● Problem-Solving & Strategy: fostering collaboration while ensuring service excellence; Strong analytical mindset, ability to interpret strategy and policy to align with business objectives; Proactively help remove roadblocks; implement process improvements, and drive continuous growth in Support while keeping up team moral and motivation

● Communication & Adaptability:

Exceptional verbal/written skills, ability to simplify technical concepts for stakeholders, and flexibility to multitask in a fast-paced environment, including flexibility with full-time schedule, including shift assignments on weekends and evenings to support global time zones competencies Randstad Enterprise Key competencies

- focuses on assessing, measuring and improving performance

- shows drive and determination to meet short- and long-term goals

- calculates return on investment

- customer focused

- uses comprehensive knowledge and skills to act independently while guiding and training others to take action to increase quality

- acts independently to apply comprehensive understanding of the business environment and objectives developing solutions while providing guidance and training others Job specific competencies

- builds a high performing team by ensuring that the team is focused, motivated and inspired to achieve team objectives - specifically creates positive team culture and inspires commitment

- thinks through issues by seeing the pattern or big picture, brings facts and ideas together, and develops innovative or creative insights - acts independently using comprehensive knowledge and/or skills to conduct research and analyze data while guiding and training others on how to develop a comprehensive understanding of e.g. customer and market conditions The role needs to be based in: India or Hungary Please leave a note if travel (regional and/or global) is required.