JOB PURPOSE:
The Senior Director of Helpdesk & Support is accountable for the strategy and performance of Global Convenience Retail Helpdesk operations. The role goes beyond running day-to-day activities. It is expected to:
• Set the strategic direction for the global helpdesk and align it with Customer Driven competency and broader business goals.
• Lead and develop a large, multi-level organization of managers, supervisors, and technical support representatives.
• Improve productivity, service quality, and operating processes through continuous improvement.
• Own the end-to-end customer support experience and translate customer feedback into improvements.
• Establish KPIs covering performance, productivity, and customer satisfaction.
• Modernize the support operation using CRM, AI-driven support solutions, analytics, and emerging call-center technologies.
• Partner closely with Product Management, R&D, Sales, and Customer Success, ensuring customer issues and insights influence the broader organization.
• Provide executive leadership with actionable insights and recommendations about customer support performance and trends.
We are looking for a leader who has the following:
• Large-scale operational leadership
10+ years of call-center management experience, including at least five years in senior leadership, with evidence of successfully scaling operations.
• Customer experience leadership
A leader who can move the organization beyond simply resolving tickets toward customer loyalty, retention, and a consistent experience across support touchpoints.
• Technology transformation
Practical understanding of CRM platforms, support technology, AI, analytics, and automation, combined with the ability to determine where technology materially improves customer outcomes. Partner with IT on tools integration and roadmap.
• Performance management
Strong command of KPIs, analytics, coaching, workforce performance, service quality, and continuous-improvement methods.
• Organizational leadership
The ability to lead leaders, rather than only frontline employees, and build a strong management system across a multi-level organization.
• Executive and cross-functional influence
Credibility with Product, R&D, Sales, Customer Success, and executive leadership.
• Offshoring & Integration of regional teams into a global team
Experience working with a globally dispersed team members and cross functional partners.
Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 15 days each year, 13 paid holidays (including 3 floating holidays), and paid sick leave.*
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant’s geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.
WHO IS GILBARCO VEEDER-ROOT
Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.
WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company…