Director, Product Experience - Delivery Management

November 28

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ABBYY

WebsiteLinkedInAll Job Openings

Artificial intelligence software • Document AI • Process Mining • Task Mining • digital transformation

501 - 1000 employees

Founded 1989

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Venture Round on 2021-05

Description

• Join ABBYY and be part of a team that celebrates your unique work style. • As a trusted partner for intelligent automation, we solve highly complex problems for our enterprise customers. • The Director will lead the Service Delivery and Product Specialists team to ensure seamless, high-quality service experiences for our clients. • This role requires a deep understanding of the customer’s technical needs and business objectives.

Requirements

• Service Delivery Experience: Proven experience in Service Delivery, Customer Success, or Operations within the tech industry, with at least 5 years in a leadership role. • Technical Aptitude: Strong understanding of the company’s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders. • Service Delivery Operations: Proven experience managing large-scale service delivery operations with complex, multi-tiered services or products. Strong knowledge of service delivery processes, frameworks, and best practices (e.g., ITIL, Six Sigma). • Customer-Centric Mindset: Exceptional customer service skills, with a focus on understanding customer sentiment and ensuring SLAs for all aspects of service delivery. • Problem-Solving: Ability to manage complex customer issues, work cross-functionally with internal teams, and identify creative solutions to meet customer needs. • Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust with stakeholders across the company and with customer executives. • Data-Driven: Experience with Support and service delivery metrics and KPIs, monitoring and alerting tools, and reporting platforms to monitor effectiveness of service delivery programs. • Leadership & People Management: Strong leadership and people management skills, with experience in coaching & mentoring and developing individuals and teams. • 5+ Years in Service Delivery Management: Must have previous experience driving Service Delivery strategy within Technical Support, Customer Care, Customer Success, or Product Management function in a software-as-a-service (SaaS) environment. • ITIL Certification: ITIL certification or equivalent experience in service management best practices is highly desirable. • Bachelor’s Degree in Business, Communications, Information Technology, or a related field; advanced degree preferred.

Benefits

• Three week's paid time off on top of 12 paid holidays, floating holidays, and holiday allowance increase based on tenure • Gym membership subsidy • Medical and dental insurance • Pet insurance • Employee Assistance Program • College Savings Plan • Travel assistance • 401(k) with up to 4% employer match