Director Global Support (m/f/d)
PTV. Empowering Mobility for Humanity as part of Umovity.
At PTV Group, we're driven by a shared purpose: empowering smarter, safer and more sustainable mobility through advanced technology. We offer innovative software solutions and provide customized consulting. For over 40 years, we've been a leader in transport planning, simulation, and real-time transport management software. Trusted by over 2,500 cities worldwide, our solutions empower engineers and decision-makers to shape the future of mobility. We are proud of our global team of over 1,500 passionate individuals working across 28 locations. All united by a shared vision and a commitment to making a real difference. Are you interested in complex data processing in a modern environment which has a direct impact on the way people move? Join us in shaping the future of mobility!
Are you passionate about building exceptional global support teams that deliver best-in-class customer service? At Umovity, we're on a mission to redefine customer experience on a global scale, and we need a dynamic leader to drive our vision. Join us as we create an innovative, customer-focused support organization that thrives on collaboration, process improvement, and cutting-edge technology.
Responsibilities:
- Build a World-Class Global Support Organization: Lead the creation of a unified global support team, ensuring we deliver unparalleled customer service across every region, every time. Help us expand our global presence and ensure we’re always ready to serve customers with a “Follow the Sun” model.
- Shape the Future of Support Systems and Structure: Develop and implement systems and structures that enable a seamless global support experience. Focus on enhancing efficiency and collaboration across teams worldwide.
- Drive Continuous Improvement: Champion the implementation of process improvements and automation, ensuring that we remain at the forefront of customer support innovation. Prioritize the development of self-service tools to streamline workflows and empower our customers.
- Advocate for Customers: Act as the bridge between our customers, development teams, and sales, ensuring customer needs are always at the forefront of our product and service offerings. Your role will be crucial in aligning product development with customer expectations.
What we’re looking for:
- Educational Background: Bachelor’s or Master’s degree (or equivalent experience).
- Extensive Experience: 10+ years in leadership roles with a proven track record in supporting both on-premises and cloud-based software solutions. Familiarity with hardware support is a plus!
- Global Expertise: Experience running a multi-site, multi-region organization, and building support frameworks that scale globally.
- Process & Systems Expertise: Proven ability to establish, improve, and scale processes and systems that enhance customer support efficiency and quality.
- Data-Driven Leadership: A strong focus on driving efficiencies through KPIs, and the ability to analyze data to make strategic decisions that improve service delivery.
- Innovative Thinking: Experience with AI and chatbots to enhance self-service capabilities and knowledge management systems. You're excited to harness the latest technologies to continuously improve our support processes.
- Leadership & Culture: Ability to drive employee engagement, foster a positive and collaborative culture, and build high-performing support teams that thrive on challenges and innovation.
- Language Skills: Proficiency in English is a must; German is a nice-to-have.
Why join us?
- Global Impact: You’ll lead a team that directly influences the experience of customers across the globe.
- Innovative Environment: At Umovity, we are committed to innovation, leveraging cutting-edge tools and strategies to drive growth and improve customer satisfaction.
- Culture of Collaboration: Be a part of a team that values open communication, respect for diverse perspectives, and collaborative problem-solving.
- Career Growth: We provide opportunities for continuous development, empowering you to grow within the company and make a lasting impact.
Contact
Vice President Human Resources
