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Sr. Director Global Authentication - All cities, UT

Quick Facts
Company Name:Digi Cert
Location:All cities, UT
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Description

We're looking for a candidate to fill this position in an exciting company.

  • Drive company performance and corporate values.
  • Motivate individuals and teams to provide exceptional customer service.
  • Coach and mentor employees as required to meet team performance objectives.
  • Maintain a positive work environment that supports a quality driven team and identify any issue that may inhibit an individual's, or the team's performance.
  • Effectively recruit, hire, and retain high performers.
  • Define training requirements and execute plans to support continuous improvement and employee development.
  • Act as internal advocate for customers and customer support, capturing and analyzing complaints and leading improvement efforts to improve customer satisfaction through customer transaction survey feedback; contact each customer who rated CS <7>
  • Work with staff and other DigiCert departments to develop and improve processes, tools and systems to provide continuous improvement for the customer support functions.
  • Work with multiple systems and databases ensuring timeliness of order processing resulting in revenue realization.
  • Supervise, mentors 10-15 Authentication Supervisors/Leads.
  • Define departmental work schedules, monitor adherence and adjust accordingly.
  • Ensure achievement of team goals and objectives.
  • Provide performance management and direction to direct reports including 1 on 1 meetings as well as in annual performance appraisals.
  • Provide daily/weekly/monthly reports to Sr. management on individual and team performance to goal.
  • Independently determine process improvements; develop and participate in implementation of necessary solutions.
  • Participate in Product launch meetings representing customer support and customers best interests
  • Assures all tools related to the certificate issuing process are functional and takes the immediate necessary corrective actions when problems arise.
  • Manage monthly department meetings; to include (but not limited to) planning agenda, scheduling necessary coverage and provide meeting minutes with action items.
  • Performs the duties of the Sr. management staff during absence.
  • Proactively delegates own managerial duties for scheduled absences.
  • Perform other related duties as assigned.
  • Travel Requirements: Less than 10% travel to training and customers may be required.

  • Five (5-10) years management experience in a Customer Support/Service function.
  • Relevant qualification or equivalent work experience.
  • Ability to multi task and prioritize effectively.
  • Excellent customer service and escalation management skills.
  • Excellent writing, communications, presentation and interpersonal skills required.
  • Ability to work independently with minimal direct supervision.
  • Moderate knowledge of information industry, competitors, products and services.
  • Strong project management and problem solving/analytical skills.
  • Flexible and adaptable (cope with long term and short term changes to plans.)
  • Professional approach to work.
  • Work within corporate philosophy and objectives.
  • Ability to acquire and maintain Trusted Employee status.
  • Must be a proven team builder and passionate about customer service, customer and employee satisfaction and continuous improvement.
  • Ability to bond and build rapport both inside and outside the organization.
  • Strong customer focus.
  • Strong process orientation and attention to detail.
  • Strong team player.
  • Excellent verbal and written communication skills.
  • Active listening skills.
  • Ability to teach, train and develop others.
  • Ability to plan, organize, and work successfully on simultaneous projects.
  • Demonstrated ability to work effectively with all organizational units.
  • Ability to exercise good judgment as relates to the issuance of validated orders; impacting revenue realization.
  • Personal and professional integrity.
  • Bachelor's degree preferred.
  • Experience with telephony systems preferred.

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