VP, Global Support Operations

VP, Global Support Operations

Location: US Remote

About VikingCloud

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform™, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it’s not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That’s the measurable value we deliver. And that’s what we call, Business Uninterrupted.

This Position

Responsible for overseeing and optimizing the day-to-day operations of a large global customer support team, ensuring efficient workflows, high quality service delivery, and meeting key performance metrics by managing processes, analyzing data, and identifying areas for improvement to enhance customer experience and satisfaction; acting as a Second-in-Command (2IC) to the EVP, Operational Transformation providing actionable intelligence on daily operations, championing continuous improvement initiatives, driving key initiatives and ensuring smooth running of the organization through effective team leadership.. 

Responsibilities

Executive Support:

• Actively support the EVP in decision-making, strategy development, and implementation of key initiatives.

Operational Oversight:

• Manage day-to-day operations, ensuring efficient workflow and adherence to company policies across various departments.
• Track key performance indicators (KPIs) like customer satisfaction, resolution time, and first contact resolution rate.
• Analyze customer data to identify trends and areas for improvement.
• Generate reports for senior management on support operations performance.

Process Management:

• Develop and maintain standard operating procedures (SOPs) for customer support activities.
• Streamline workflows and identify bottlenecks to improve efficiency.
• Implement new support tools and technologies to enhance agent productivity.
• Lead the implementation of new support processes and technology updates.
• Communicate changes effectively to the support team and stakeholders.

Customer Experience Optimization:

• Identify and address customer pain points to elevate the overall support experience
• Implement initiatives to improve customer satisfaction and retention.
• Collaborate with other departments to ensure seamless customer journey

Project Leadership:

• Oversee critical projects, delegate tasks, monitor progress, and hold teams accountable for achieving project goals.

Team Management:

• Lead and develop a high-performing team culture, fostering collaboration and communication across departments. (Effectively managing remote teams in some parts of the business)
• Champion and lead team development across direct reports and throughout all operational teams.

Communication Liaison:

• Serve as a communication bridge between leadership, employees, stakeholders, and clients, conveying information clearly and effectively.
• Proactively manage all communications on behalf of the operations team.

Risk Management:

• Identify potential risks, assess their impact, and implement mitigation strategies to protect the company.
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Qualifications

• Leadership Experience: Proven track record of successfully leading teams and managing complex projects Remote team management essential. 
• Strategic Thinking: Ability to analyze situations, anticipate challenges, and develop effective strategic plans.
• Support Operations Experience: with customer support ticketing systems and reporting tools; knowledge of customer service best practices and quality standards
• Communication Skills: Excellent verbal and written communication skills to convey information clearly, concisely and persuasively. Ability to convey complex matters simple for a broad range of stakeholders.
• Decision-Making: Capability to make timely and informed decisions under pressure.
• Problem-Solving: Strong analytical skills to identify root causes and develop practical solutions.
• Adaptability: Flexibility to adjust to changing priorities and market dynamics.
• Industry/Function Knowledge: Deep understanding of the industry and/or functional landscape and relevant trends.
• Experience and Education: Prior experience of leading across multiple geographies in a global matrix organization.
• Degree qualified from a recognized third level institution preferred and or 5+ years experience in a similar role. 

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.