Job description
Overview In this role, you will own internal service delivery for the Americas, leading in-house support teams and partnering with the Vendor Manager to uphold performance standards. You'll drive a best-in-class customer experience across multiple countries, monitor KPIs, and shape training and development to raise the bar. You enable scalable, high-quality support aligned with our mission to make technology in homes and businesses just work. This position is based in Boise, Idaho, with travel as needed to manage regional operations.
Compensation / Benefitshealth insurance (medical, dental, vision)
401(k) matching
paid time off
parential leave
RSUs / sign-on payments
comprehensive benefits
ResponsibilitiesDeliver best-in-class customer experience across internal teams in the Americas, ensuring consistency and cultural relevance at scale
Assess team performance, identify high-impact contributors, and recognize achievements
Lead coaching, professional development, and training programs for network support specialists
Partner with Vendor Manager and Quality Managers to analyze quality trends and improve performance across internal and outsourced channels
Collaborate with Learning and Development to create and refine training content for evolving business needs
Travel within the US and internationally ( Key requirements4+ years in technical support or 2+ years in network and operating system support
Experience communicating complex information to senior stakeholders or results to senior leadership
Strong analytical skills, attention to detail, and effective communication
Experience with fast-moving, high-performance teams and innovative solutions
Experience leveraging data and analytics to guide decisions
Minimum 4 years in a direct leadership role managing leaders across multiple locations
Strong business acumen with a track record in contact center operations and KPIs
communication
leadership
analytical thinking
SaaS or API-based products experience
data analytics
networking knowledge
Worksite address
Boise, ID, 83701, US
Who can apply
Review the original listing for location, eligibility and application requirements.