Cengage Group · 1 day ago
Sr Director, CTSS Operations
United States
Full-time
Remote
Director/Executive
$138K/yr - $180K/yr
10+ years expCengage Group is a global education technology company focused on enhancing learning experiences. The Sr Director of CTSS Operations will lead customer support operations, ensuring outstanding service delivery and operational efficiency while collaborating across departments to enhance customer satisfaction and support processes.
EducationEdTechE-LearningHigher EducationTraining
Responsibilities
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
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
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
Qualification
Required
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
Benefits
Discretionary incentive bonus program
Company
Cengage Group
Cengage Group is an EdTech company that provides secondary and higher education to learners at an affordable price.
5001-10000 employees
H1B Sponsorship
Cengage Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (17)
2024 (6)
2023 (21)
2022 (19)
2021 (16)
2020 (56)
Funding
Current Stage
Late StageTotal Funding
$500M2023-06-02Private Equity· $500M
Leadership Team
Darren Person
EVP, Chief Digital Officer (CDO)
Recent News
2025-10-31
Company data provided by crunchbase