VP, Support

About This Role

As the Vice President of Support, you will be the most senior leader responsible for the strategic vision, global execution, and continuous improvement of LVT's customer support organization. This role is instrumental in expanding our global support strategy, including managing 24/7 operations and determining the optimal support model for international expansion.

You will inherit and develop a large, professional support organization spanning front-line customer service and specialized network, software, and hardware expertise. This role is critical in shaping the future of our support organization, directly impacting product development, ensuring top-tier customer satisfaction, and upholding the highest level of service excellence as we grow into new markets.

Responsibilities

• Strategic Leadership & Roadmap: Develop a comprehensive multi-year strategy, execution roadmap, and investment plan to deliver a proactive support vision, action plan, and scalable productivity improvements.
• Global Operations & Budget Management: Define, manage, and optimize the budget, capacity, and headcount planning for a large, global support team, identifying strategic investments to enhance service levels and customer experience.
• Performance & Operational Excellence: Define and manage all operational metrics, from high-level KPIs to individual goals. Implement best practices and continuous improvement methodologies to optimize processes, improve service levels, and reduce overall operating costs.
• Customer Empowerment & Technology: Drive the adoption of AI tools, self-service resources, and innovative technologies to empower customers and partners to resolve issues independently while ensuring high satisfaction.
• Issue Resolution & Service Quality: Refine and standardize issue management processes. Oversee the resolution of complex and escalated customer issues, ensuring high-touch support for high-value customers.
• Cross-Functional Collaboration: Serve as a key partner and voice of the customer, collaborating effectively with Product and Engineering to identify, communicate, and mitigate recurring customer experience issues.
  
  

Qualifications

• Minimum of 10 years of experience in senior support leadership, successfully leading a large organization and executing long-term strategy.
• Technical Familiarity: Experience supporting mechanical and electrical hardware, network systems, and software platforms is required.
• Platform Expertise: Familiarity with key CRM and Service Management platforms, such as ServiceNow, Oracle, and Salesforce.
• Proven ability to manage large budgets and drive organizational capacity planning.
• Adaptability and problem-solving in a fast-paced, complex, and evolving technical environment.
• A passion for innovation, continuous improvement, and operational excellence.
• A collaborative leadership style with a strong customer-first mindset.