Locus Robotics is a leader in the rapidly growing eCommerce order fulfillment space. Our technology is an enabler of warehouses; helping operators attain 2-3X efficiency by empowering pickers to work collaboratively with robots, while integrating with the operator’s warehouse management system and using existing facility infrastructure. 

The Vice President, Global Customer Support & Field Service, will provide leadership to the organization's global customer support and field services teams.  Reporting to our Chief Customer Officer (US), this dynamic, high visibility role is responsible for frontline operations in a proudly customer-first organization. As part of our progressive Customer Success organization led from the United States, this role will be responsible for creating a global strategy for the functional area and acting as global authority and reference point for the overall strategy.

Responsibilities:

• Lead and scale a global team of customer service professionals (customer support, field service and fulfilment) as we drive our global growth and expansion.
• Own and continuously improve organizational models, processes, and tools to ensure optimal customer service in a global 24 x 7 x 365 business.
• Develop a global support strategy, execution roadmap, priorities, and investment plan to deliver global support vision, deflection, and scale/productivity.
• Manage the operational model, in alignment with well-articulated KPIs, to deliver high quality service.
• Collaborate with Customer Success Management, Deployment and Continuous Improvement teams to help develop and deliver on the overall strategy and success.
• Work closely with Product Management and Engineering, providing customer feedback on product quality and features and influencing design for supportability.
• Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction.
• Develop and drive key performance indicators that deliver the best customer experience and productivity.
• Set and oversees operational reviews, including performance reporting and continuous improvement progress.
• Maintain key internal and external relationships with the goal of delighting customers and partners.
• Up to 25% global business travel

• Bachelor's degree required; master’s degree preferred.
• 10+ plus years’ experience in software and hardware high technology customer-facing support and services roles.
• 10+ plus years leadership responsibility leading teams, preferably in a SaaS and hardware environment.
• Experience with successful models that drive greater productivity and efficiencies to ensure the support team can scale with the growth of the business, including global outsourcing.
• Demonstrated success building & leading global technology support organizations.
• Strong enterprise customer experience with the ability to communicate effectively with customers at the executive level.
• A demonstrable desire for innovation, continuous learning, and improvement.
• Exceptional cross-organization collaboration and communication skills.
• Strong executive presence, influencing skills, presentation skills and business insight.
• Demonstrated ability to manage multiple, critical projects with shifting deadlines and requirements is required.
• Well-developed English written and verbal communication and relationship management skills.
• Ability to travel globally as needed.

All your information will be kept confidential according to EEO guidelines.