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Constant ContactPosted 10/19/2026full-timeWaltham • Massachusetts • United StatesLead💰 $137,280 - $171,600 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading global service delivery operations within a high-volume, multi-channel support environment, focusing on technical escalation management, performance metrics, and continuous improvement. Proven ability to build strategic partnerships across Engineering, Product, and IT while managing diverse teams in onshore, nearshore, and offshore settings.
Highest-signal resume keywords
Senior Leadership ExperienceSaaS Environment ExpertiseTechnical Support ManagementCollaboration with Engineering and ProductPerformance Metrics Management
About the role
Key responsibilities & impact- Lead global service delivery operations for a high-volume, multi-channel support environment
- Provide operational accountability for Tier 2 and Tier 3 Support organizations
- Manage a diverse global team across onshore, nearshore, and offshore remote and onsite environments
- Build and lead the strategic operational relationship with Engineering and Product teams
- Ensure seamless technical escalation paths and drive continuous product improvement
- Lead advanced technical support delivery and ensure effective problem-solving methodologies
- Synthesize technical support data and escalation trends to influence product cycles, drive bug remediation, and improve system health
- Manage team performance against benchmarks, including CSAT/NSAT, FCR, handling times, and resolution rates
- Serve as the definitive escalation point for sensitive, complex, and time-critical technical issues
- Partner with Workforce Management and Finance on volume forecasts and technical staffing plans
- Establish objectives, conduct performance evaluations, and coach people leaders and frontline teams
- Partner with Learning and Enablement to design technical skills and leadership progression programs
- Communicate department and company goals across T2/T3 tiers
- Collaborate with Customer Success, Sales, IT, and HR on corporate initiatives
- Deliver technical resolution excellence, high-tier customer satisfaction, product influence, operational efficiency, and a strong technical talent pipeline
Requirements
What you’ll need- Minimum of 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center
- Proven experience operating successfully within a SaaS environment
- Deep understanding of Small and Medium-Sized Businesses (SMBs) and their operating verticals
- Strong experience building collaborative partnerships with Engineering, Product, and IT
- Experience managing technical roadmaps and escalation processes
- Proven ability to manage people leaders and high-performing technical support resources across multi-site onshore, nearshore, and offshore environments
- Strong written, verbal, and analytical skills
- Demonstrated ability to independently problem-solve, take initiative, and maintain focus on continuous quality improvements
- Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners
- Ability to balance cost-effectiveness with high-quality service outcomes
Benefits
Comp & perks- Health and welfare benefits
- Paid leave
- Diversity and inclusion programs
- Educational opportunities
- Career growth opportunities
- Stretch assignments
- Coaching opportunities
- Professional development opportunities
- Generous paid time off policy
- Benefits package supporting the health and well-being of employees and their families
- Hybrid work flexibility
- Access to office locations for in-person collaboration, live trainings, and socializing with colleagues
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Support DeliveryProblem-Solving MethodologiesPerformance BenchmarkingTechnical Roadmap ManagementEscalation Process Management
Soft Skills
Strong Written CommunicationStrong Verbal CommunicationAnalytical SkillsInitiativeFocus on Continuous Improvement
Tools & Technologies
Workforce Management ToolsCustomer Relationship Management (CRM) SystemsBusiness Process Outsourcing (BPO) Management
Industry Keywords
Multi-Channel SupportSmall and Medium-Sized Businesses (SMBs)Customer Satisfaction (CSAT)Net Satisfaction (NSAT)First Contact Resolution (FCR)