Cengage Group
Sr Director, CTSS Operations
CRM
SaaS
Salesforce
Edtech.com's Summary
Cengage Group is hiring a Sr Director, CTSS Operations. This role leads and manages customer and technical support service operations globally, driving operational excellence through workforce management, automation, and cross-functional collaboration to enhance customer satisfaction and support efficiency.
Highlights
- Lead support operations including workforce management, training, capacity planning, and vendor management.
- Drive automation initiatives and implement modern support tools to improve workflow efficiency.
- Manage customer satisfaction metrics (CSAT, NPS, CES) and develop strategies to improve performance.
- Collaborate with Product, Engineering, IT, Sales, and Customer Success to resolve product issues and contribute to decision-making.
- Recruit and develop a high-performing global support team and foster a culture of accountability and continuous improvement.
- Use data and analytics to monitor performance, conduct root cause analysis, and optimize resources.
- Required experience includes 10+ years in customer or technical support with 5+ years in senior leadership, including managing global support teams and offshore/outsourced operations.
- Proficient in CRM and support technologies such as Salesforce Service Cloud and ServiceNow.
- Preferred qualifications include experience with automation, AI, self-service strategies, and knowledge of cloud technologies and product development.
- Compensation ranges from $138,200 to $179,650 USD base pay with eligibility for a 30% annual discretionary incentive bonus.
Sr Director, CTSS Operations Full Description
We believe in the power and joy of learning
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
Cengage Group's portfolio of businesses supports student choice by providing a range of pathways that help learners achieve their goals and lead a choice-filled life.
Our culture values inclusion, engagement, and discovery
Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/.
Sr Director, CTSS Operations
The Director of Customer & Technical Support Service Operations is a strategic and operational leader responsible for delivering outstanding customer support experiences across all customer segments. This role oversees support operations (Workforce management, documentation & training, capacity planning & analytics liaison), knowledge & self-service (help center/knowledge articles), incident management & resolution of blocking issues (coordinate the process and monitoring, RCA's to customers), tooling & automation (lead automation initiatives and use of technology to create faster & more efficient workflows), and vendor management. The Director ensures customer satisfaction, operational efficiency, and team excellence while enabling scale and innovation across support processes, systems, and tooling.
This leader will effectively collaborate across departments including Customer & Technical Support Services Leadership, Product, Engineering, IT, Sales, Customer Success, and Enterprise Data & Analytics, to foresee customer needs, impact product quality, and guarantee swift resolution of customer issues. The ideal candidate is data focused, customer dedicated, and skilled at developing high performing global support organizations and collaborates proactively with CTSS leadership to data mine and communicate trends, themes and areas of potential exploration.
Key Responsibilities
Operational Excellence & Scale
- Document and train to support global support processes, workforce planning, scheduling, and vendor/outsourced partner relationships.
- Evaluate critical metrics and service levels across channels; monitor real-time operational performance and lead root cause analysis.
- Develop data strategy and analyze important measurements (CSAT, response times, retention) to improve performance and meet SLAs.
- Drive automation, support features powered by advanced technology, and modern support tools to improve efficiency and reduce time to resolution.
- Identify, create, and streamline workflows for efficiency and scalability.
- Improve use of CRM to ensure optimal efficiency.
- Manage customer satisfaction indicators (CSAT, NPS, CES), formulating strategies to boost performance.
- Collaborate with Product and Engineering on bug triage, product quality feedback loops, and technical enablement.
- Drive adoption of knowledge-centered support, self-service content, and troubleshooting frameworks.
- Drive data needs for the CTSS team that allow for optimizing resources and provide transparency to our business partners on issues impacting customers.
People Leadership & Development
- Recruit, develop, and inspire a high-performing global support organization.
- Build leadership bench strength through mentorship and professional development programs.
- Create a culture of collaboration, accountability, and continuous improvement.
Cross Functional Collaboration
- Partner with CTSS Leadership, Product, Engineering, and IT to secure timely resolution of product challenges and contribute to roadmap decisions.
- Partner with Customer Success and Sales to deliver cohesive customer outcomes.
- Represent the voice of the customer across the organization, using data-driven insights to guide decision-making.
Qualifications
- 10+ years of experience in customer support, technical support, or service operations, with at least 5 years in a senior leadership role.
- Proven record building and scaling global support teams in a SaaS or technology driven environment.
- Strong ability to use data and analytics to drive decisions.
- Strong operational skills, including expertise with CRM, ticketing platforms, and support technology (e.g., Salesforce Service Cloud, ServiceNow).
- Demonstrated ability to lead through change, influence cross-functional collaborators, and communicate effectively at all levels.
- Experience overseeing offshore and outsourced support operations or something similar.
Preferred
- Experience implementing automation, AI, and self-service strategies to improve support efficiency.
- Deep understanding of product development processes and cloud-based technologies.
- Background managing outsourced or hybrid support models.
- Bachelor's degree or equivalent experience required, MBA or technical degree preferred.
Success Measures
- Increased customer satisfaction and loyalty (CSAT, NPS, retention).
- Improved operational metrics (first response time, backlogs, SLA compliance).
- Higher team engagement and reduced turnover.
- Strong cross-functional alignment resulting in improved product quality and reduced blocking issues.
- Scalable support processes enabling global growth.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com.
About Cengage Group
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
Compensation
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
In this position, you will be eligible to participate in the company's discretionary incentive bonus program. This position's bonus target amount, which is not guaranteed and is dependent on individual performance and overall company results among other factors, is provided below. 30% Annual: Individual Target
$138,200.00 - $179,650.00 USD
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