Vice President, Customer Support

Responsibilities

• Lead the Cx function as a strategic, technology-enabled capability
• Evolve Cx toward e-commerce and agentic AI for superior customer experiences
• Contribute to Cloud, AI, and data strategy from an operations perspective
• Peer-level leadership with Product, R&D, and Engineered Solutions to influence product/platform decisions
• Direct senior teams (Support, Education, Field Devices)
• Foster a high-performance culture of accountability and collaboration
• Own Cx infrastructure (systems, tools, processes, data foundations)
• Improve e-commerce, support, and knowledge management systems
• Build robust data pipelines for AI; govern the Cx tech roadmap in alignment with R&D and Acuity Tech
• Lead global technical/customer support
• Deploy agentic AI to automate Tier-1/2 requests; re-architect support models to focus human experts on novel, complex issues
• Ensure global servi...