What are the responsibilities and job description for the VP of Global Customer Support and Quality position at Trilliant?
We are a device-agnostic, integrated, multi-technology communication platform that provides flexibility to balance technological capabilities with economic needs. Trilliant is committed to best-in-class solutions that empower our customers and their customers to connect to the world of things.
We are an equal-opportunity employer offering comprehensive benefits and compensation packages with a selection of insurance programs. We have dynamic and collaborative work environments with some of the brightest employees in the world. We invest in people and provide opportunities for our employees to grow hand in hand with our business.
Job Description:
Trilliant is seeking a Vice President of Global Customer and Quality Support who will oversee the global team and be in charge of promptly and professionally handling customer inquiries and technical issues through a structured, agreed-upon methodology and contractual service level agreements. In addition, this position will be in charge of spearheading quality management programs and applying an agile and lean approach to problem-solving through the implementation of organizational management systems based on ISO-9001 and ISO-27001 standards.
Position Responsibilities:
Develop and execute a comprehensive global customer support strategy aligned with corporate goals.
Lead and mentor a diverse team of customer support professionals across various locations, fostering a culture of collaboration, excellence, and continuous improvement.
Oversee the entire customer support operation, ensuring timely and effective resolution of customer inquiries and issues across all contact channels.
Drive initiatives aimed at enhancing the overall customer experience, including implementing best practices and innovative solutions.
Engage and drive compliance tools and process automation deeper into the product development organization.
Establish internal controls and auditing systems to monitor and report on regulated activities and processes
Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer support and compliance initiatives
Collaborate closely with cross-functional teams (e.g., Sales, Marketing, Product Development, Legal, Engineering) to ensure alignment and enhance the customer journey while maintaining compliance.
Position Requirements:
10 years of experience in a client-facing customer support position.
7 years in progressive compliance roles leading quality initiatives in the product development area.
A proven track record in a results-driven quality organization, with at least 5 years of work experience, should be in designing, implementing, and continuously improving a Quality Management System (QMS) or an enterprise management system aligned to ISO standards and other solution delivery frameworks
In-depth knowledge of current versions of ISO-9001, ISO-14001, ISO-45001 and ISO-27001 standards from an implementation perspective is required.
Ability to learn quickly and manage initiatives – process implementation, process audits, training and continuous improvement using analytics
Proven ability to manage complex projects and multiple priorities in a fast-paced environment.
In-depth understanding of customer support strategies, market dynamics, and industry best practices
Experience in applying ISO requirements, lean principles, and Agile practices in a fast-paced environment.
Strong leadership, strategic thinking, and communication skills
Ability to inspire and manage a team effectively.
Education/Certification:
University Degree in Computer Science, Computer Programming, Computer and Information Technology, Software Engineering or related field.
Certified in Risk and Information Systems Control (CRISC)
A lean six sigma black belt certification is preferred
Industry certifications such as: MCP, MSSE, MSCA CCNP, CCNA desired
Trilliant Values-
PASSIONATE-We find the right solutions for customers and exceed their expectations.
ACCOUNTABLE-We work smartly and tackle problems with urgency to get the job done.
CONFIDENT We look to the future and partner with each other to deliver world-class solutions.
ENERGIZED-We are excited and support the growth and direction of Trilliant.
At Trilliant, we value diversity and are committed to fostering an inclusive environment. To help us enhance the diversity of our candidate pool and meet reporting requirements, we invite you to voluntarily share your demographic information. Participation is entirely optional and will not affect your employment opportunities in any way. We will not access or use this information during the hiring process.
Gender
—Please choose an option—
Male
Female
Non-binary
Prefer to self-describe
Prefer not to disclose
Race
—Please choose an option—
Hispanic or Latino
Black or African American
White
Asian
Native Hawaiian or Other Pacific Islander
American Indian or Alaska Native
Two or More Races
Prefer not to disclose
Are you authorized to work in the country you are applying for?
—Please choose an option—
United States of America
United Kingdom
Canada
Malaysia
Singapore
India
Colombia
Other
Do you now, or will you ever need sponsorship to work in the country you are applying for the job?
—Please choose an option—
Yes
No
Veteran Status:
—Please choose an option—
Yes
No
Prefer not to disclose
We are an equal-opportunity employer offering comprehensive benefits and compensation packages with a selection of insurance programs. We have dynamic and collaborative work environments with some of the brightest employees in the world. We invest in people and provide opportunities for our employees to grow hand in hand with our business.
Job Description:
Trilliant is seeking a Vice President of Global Customer and Quality Support who will oversee the global team and be in charge of promptly and professionally handling customer inquiries and technical issues through a structured, agreed-upon methodology and contractual service level agreements. In addition, this position will be in charge of spearheading quality management programs and applying an agile and lean approach to problem-solving through the implementation of organizational management systems based on ISO-9001 and ISO-27001 standards.
Position Responsibilities:
Develop and execute a comprehensive global customer support strategy aligned with corporate goals.
Lead and mentor a diverse team of customer support professionals across various locations, fostering a culture of collaboration, excellence, and continuous improvement.
Oversee the entire customer support operation, ensuring timely and effective resolution of customer inquiries and issues across all contact channels.
Drive initiatives aimed at enhancing the overall customer experience, including implementing best practices and innovative solutions.
Engage and drive compliance tools and process automation deeper into the product development organization.
Establish internal controls and auditing systems to monitor and report on regulated activities and processes
Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer support and compliance initiatives
Collaborate closely with cross-functional teams (e.g., Sales, Marketing, Product Development, Legal, Engineering) to ensure alignment and enhance the customer journey while maintaining compliance.
Position Requirements:
10 years of experience in a client-facing customer support position.
7 years in progressive compliance roles leading quality initiatives in the product development area.
A proven track record in a results-driven quality organization, with at least 5 years of work experience, should be in designing, implementing, and continuously improving a Quality Management System (QMS) or an enterprise management system aligned to ISO standards and other solution delivery frameworks
In-depth knowledge of current versions of ISO-9001, ISO-14001, ISO-45001 and ISO-27001 standards from an implementation perspective is required.
Ability to learn quickly and manage initiatives – process implementation, process audits, training and continuous improvement using analytics
Proven ability to manage complex projects and multiple priorities in a fast-paced environment.
In-depth understanding of customer support strategies, market dynamics, and industry best practices
Experience in applying ISO requirements, lean principles, and Agile practices in a fast-paced environment.
Strong leadership, strategic thinking, and communication skills
Ability to inspire and manage a team effectively.
Education/Certification:
University Degree in Computer Science, Computer Programming, Computer and Information Technology, Software Engineering or related field.
Certified in Risk and Information Systems Control (CRISC)
A lean six sigma black belt certification is preferred
Industry certifications such as: MCP, MSSE, MSCA CCNP, CCNA desired
Trilliant Values-
PASSIONATE-We find the right solutions for customers and exceed their expectations.
ACCOUNTABLE-We work smartly and tackle problems with urgency to get the job done.
CONFIDENT We look to the future and partner with each other to deliver world-class solutions.
ENERGIZED-We are excited and support the growth and direction of Trilliant.
At Trilliant, we value diversity and are committed to fostering an inclusive environment. To help us enhance the diversity of our candidate pool and meet reporting requirements, we invite you to voluntarily share your demographic information. Participation is entirely optional and will not affect your employment opportunities in any way. We will not access or use this information during the hiring process.
Gender
—Please choose an option—
Male
Female
Non-binary
Prefer to self-describe
Prefer not to disclose
Race
—Please choose an option—
Hispanic or Latino
Black or African American
White
Asian
Native Hawaiian or Other Pacific Islander
American Indian or Alaska Native
Two or More Races
Prefer not to disclose
Are you authorized to work in the country you are applying for?
—Please choose an option—
United States of America
United Kingdom
Canada
Malaysia
Singapore
India
Colombia
Other
Do you now, or will you ever need sponsorship to work in the country you are applying for the job?
—Please choose an option—
Yes
No
Veteran Status:
—Please choose an option—
Yes
No
Prefer not to disclose