Vice President, Customer Care & Technical Support Operations

The Vice President, Customer Care & Technical Support Operations is an executive leader responsible for setting the vision, strategy, and enterprise operating model for Brother’s customer care and technical support functions across the Americas. This role owns the end-to-end transformation of customer and technical support from primarily reactive, issue-resolution functions into a strategic, value-generating pillar of Brother’s Customer Experience Center (CXC), with direct impact on customer experience, product satisfaction, loyalty, brand advocacy, and revenue growth.

As a member of the leadership team, the VP defines the long-term future of customer service and technical support in the Americas, establishing a unified, scalable, and best-in-class support ecosystem across U.S. operations and multiple North and South American subsidiaries. This leader develops and executes a multi-year roadmap that aligns people, processes, technology, and partners to deliver consistent, high-quality service and technical expertise at scale across Brother’s product portfolio.

The VP has full accountability for both on-shore and off-shore customer service and technical support operations, including service strategy, operating performance, escalation management, and continuous transformation. This role drives the evolution of Brother’s support portfolio by integrating advanced technical support models, self-service and digital tools, field and repair coordination, and data-driven diagnostics to improve resolution quality, reduce friction, and influence product and service innovation upstream.

The Vice President’s scope spans three core areas:

• • Enterprise Customer & Technical Support Operations (Today)
  • Customer & Technical Support Strategy and Transformation (Future)
  • Executive & Organizational Leadership

Enterprise Customer & Technical Support Operations

• • Provide executive oversight of Customer Care and Technical Support operations across the Americas, ensuring high-quality delivery, cost efficiency, and strong customer outcomes
  • Own operating performance and full P&L governance, including budgeting, forecasting, vendor strategy, and performance optimization across channels and tiers
  • Lead onshore, nearshore, and outsourced support operations, including contact centers, technical capability, quality assurance, and escalation management
  • Govern the enterprise support technology ecosystem (platforms, SaaS, tools), aligning vendor strategy and roadmap to business priorities
  • Establish executive dashboards and performance governance, proactively identifying risks and driving corrective action
  • Benchmark and continuously evolve the support operating model to sustain competitive advantage and service excellence

Customer Care Strategic Ownership [Transformational]

• • Define and lead the long-term vision and transformation strategy for Customer Care and Technical Support across the Americas
  • Develop and execute multi-year roadmaps, modernizing operating models, talent, processes, and technology to deliver measurable business impact
  • Establish a unified regional strategy and governance model balancing enterprise consistency with local market needs
  • Deploy next-generation digital, AI, automation, and self-service capabilities to improve resolution, scalability, and customer experience
  • Lead enterprise-wide initiatives to enhance loyalty, proactive support, and overall product and service experience
  • Design and evolve the organizational structure, workforce strategy, and partner ecosystem to enable sustained transformation and growth

Departmental and Corporate / Executive Leadership

• • Serve as a senior executive leader within the Customer Experience Center (CXC) and the broader organization, providing clear, transparent, and actionable insights to executive and corporate leadership through data-driven reporting, executive dashboards, and strategic recommendations
  • Establish and govern enterprise-wide customer service and technical support policies, operating standards, and performance frameworks to ensure consistency, compliance, and best-in-class execution across regions, channels, and partners
  • Act as a cross-functional executive partner, actively participating in and leading enterprise working groups and councils (e.g., digital, social, AI, web, product, and CX transformation) to ensure customer and technical support perspectives shape broader business strategies and initiatives
  • Champion and embed a high-performance, customer-centric culture across customer service and technical support organizations, driving leadership development, accountability, operational excellence, and continuous improvement at all levels of the function
  • Lead and inspire senior leaders and people managers within customer service and technical support, setting clear expectations, modeling executive leadership behaviors, and building a strong leadership bench to support current operations and future growth

Education

• • Bachelor's Degree (or equivalent experience) in Marketing, Business Administration, or a related field

Experience

• • 15+ combined years of relevant experience spanning the following areas:
    • Executive leadership experience in a fast-paced technical environment
    • Extensive experience managing on-shore and off-shore customer support team
    • Experience in developing strategic improvements of customer service operations to improve alignment, efficiency, and value
    • Experience with budgeting, project management, and leading large teams 

Software/Technical Skills

• • Customer Service Platforms (currently using Oracle Service Cloud, Salesforce Agentforce)
  • Enterprise Management Platforms (currently using SAP S4 Hana, Hyperion)
  • Phone System Software (currently using Five9) and voice technology

Other Skills, Knowledge, and Abilities

• • Advanced knowledge of contact center service industry best practice methodologies

     

  • Advanced business and analytical acumen

     

  • Ability to effectively lead, coach, and develop cross-functional teams

     

  • Exceptional interpersonal skills to effectively build relationships with all levels of the organization, and procure needed support and approvals

     

  • Excellent written and verbal communication skills

     

  • Excellent analytical and financial abilities

     

  • Ability to effectively present to and influence executives, senior leadership, and internal customers

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager. #LI-Hybrid

Base Salary

• • The targeted base salary range for this position is $230,000 - $250,000 per year.
  • Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.

Additional Compensation

• • This position is eligible for a 60% bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.
  • Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.