Global Sr. Director Consumer Customer Support

Location:County Dublin
Job Type:Full Time

About NortonLifeLock

The Consumer Division of Symantec is now NortonLifeLock Inc. For comprehensive protection from a global leader in consumer Cyber Safety, visit www.nortonlifelock.com.

NortonLifeLock is a fast-moving global market leader providing world class cyber security for our consumers. We have an extensive security history and a pioneering spirit, protecting our customers, their data and their identities for over 25 years. Our digital world is constantly changing and so at NortonLifeLock we never rest. We have built a rich and widespread intelligence network, constantly gathering data on threats from over 40 million endpoints in over 150 countries. That data is what drives our protection, enabling us to stop even emerging threats that nobody has ever seen before. It takes a non-stop operation to stay one step ahead of the more than 80,000 new malware threats that appear every day. We have a team of over 1,700 customer care experts across the globe to ensure our customers have easily accessible support no matter where they are – protecting them at all times.

Are you looking to make an exciting career move? Join the Customer Support and Inside Sales (CSIS) team as the Senior Director of Shared Services and contribute to the success of NortonLifeLock by leading the teams that represent the voice of our customers within our support ecosystem. As the Sr. Director of Shared Services, you will lead a team of 6 enablement functions, namely Quality Assurance, Training, Support Experience, Technical Account Managers, Process Excellence and Voice of the Customer.

Responsibilities:

  • As a newly formed group you will be responsible for bringing these global functions together into one workflow. You will be required to build the Vision, Mission, Strategies and tactics of the strategic team.
  • Optimize the workflows between the teams so that processes are lined up to deliver the best output to stakeholders.
  • Lead all functions to come up with one voice of our customers (and agents). This will be the key factor in defining priorities for the CSIS organization.
  • Work closely with the support delivery teams to provide input into what’s working well with our customer and agent experience and what opportunities we have for improvement, as measured by NetPromoter scores and Customer Effort.
  • Drive agent knowledge across all support delivery sites and responsible for our First Contact Resolution results, as defined by our customers.
  • Work with internal senior leaders to influence product and customer experience improvements and enhancements, for example Engineering, Product Management, Marketing.
  • Work with other CSIS leaders to come up with the best and most efficient support model through process improvement and innovation.
  • Drive team performance and employee engagement at every opportunity.

Profile:

  • Exceptional leadership and motivational skills, with the ability to lead from within a team (on and offshore).
  • Strong knowledge of Consumer Insights
  • Demonstrated analytical and problem-solving mindset.
  • Proactive and organized, with the discipline and creativity to work in an ambiguous environment.
  • Astute commercial acumen, with the capability to understand and priorities complex business need.
  • A passion for exceptional customer experience, process delivery and improvement.
  • Execution-focused, with intellectual strength and the flexibility to quickly metabolize complex issues and provide workable solutions.
  • Experience working in multiple global Support Organizations and a proven track record when it comes to driving Customer Experience improvements.
  • With headquarters in the US the role requires flexibility working US (PST) hours and travel.
  • Bachelor’s Degree in Business or Technology; Masters/MBA a plus
  • Lean Sigma (Green or Black belt) qualification a plus

NLOK is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. NLOK strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, NLOK will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of NLOK are protected under Federal law from discrimination. See the EEO poster and supplement.

NLOK is committed to requests for reasonable accommodations to assist you in applying for positions at NLOK including resume submissions. If you need to request an accommodation, please reach out by email to Talent Acquisition or contact HR Service Exchange.

#LI-AM1

Symantec is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Symantec strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, Symantec will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. See the EEO poster and supplement.