Director, Global Support Services

Overview

Penguin Solutions is seeking a dynamic, experienced, and ambitious senior leader to provide strategic direction and oversight of our global support services organization for our Penguin and Stratus product lines.  You will oversee a talented staff of leaders responsible for delivering world-class service across all facets of the organization including call center, technical support, field services, and replacement part services.  This is an exciting opportunity to develop and execute strategies to integrate service teams across two well-established brands and meet growth initiatives driven by our incredible opportunity in AI.

Responsibilities

• Define the vision, strategy, roadmap, and goals for achieving continued success across all facets of our support services team.
• Provide leadership while fostering a culture of accountability, collaboration, and innovation.
• Analyze existing business processes and identify areas to optimize and improve the operation while focusing on delivering consistent high-quality service experiences to our customers.
• Develop new service offerings that provide high value to customers and generate and improve service revenue streams for the company.
• Define and measure key performance indicators and metrics that allow us to know when we are achieving success and where we need to scale or invest.
• Provide ongoing assessment and identify opportunities for leveraging new technology to improve the efficiency and effectiveness of our operation.
• Work cross functionally with other leaders to support corporate strategies and initiatives, while garnering support of service specific initiatives.
• Promote, champion, enable, and support change in pursuit of strategic initiatives and continuous improvement.

Qualifications

• 10+ years of leadership experience in global mission-critical, customer-facing support operations for software and hardware products.
• 7+ years of experience managing and coaching people leaders.
• Demonstrated success as a change agent to transform services operations through process and technology improvements. 
• Experience working with service operations data and metrics to perform analysis and develop insights that lead to data driven decisions.
• Experience working with 3rd party BPO partners, including selection, performance management, and achieving successful results.
• Strong expertise with service management platforms such as ServiceNow. 
• Experience with service workflows and building and using dashboards to run the operation.
• Experience implementing or improving self-service initiatives including customer-facing service portals, knowledge base tools, software download repositories, and more.
• Operational expertise with spare parts inventory and logistics including planning, failure analysis, and financial modeling.
• Ability to perform under pressure, meet deadlines, prioritize, delegate, and deliver multiple tasks on time.
• Strong organizational, verbal, presentation, and written communication skills at all levels. 
• Ability to inspire and motivate teams to achieve goals and overcome challenges.

Location

This is a hybrid position located in Maynard, MA.

Travel

Up to 20% travel required.

Compensation & Benefits

The base pay range that the Company reasonably expects to pay for this position in Maynard, MA is $160,000 - $190,000; the pay ultimately offered may vary based on business considerations, including job-related knowledge, skills, experience, and education. The position is bonus-eligible, and there are medical, dental, and vision benefits available. There is a 401k saving plan and other benefits, such as Paid Time Off, Life Insurance, and an Employee Assistance Plan.   

Inclusion & Belonging Statement

We are committed to creating an inclusive environment that embraces differences and fosters belonging for all.

Equal Opportunity Statement                                                                     

We are an Affirmative Action/Equal Opportunity Employer and strongly committed to all policies which will afford equal opportunity employment to all qualified persons without regard to age, national origin, race, ethnicity, creed, gender, disability, veteran status, or any other characteristic protected by law.