Vice President, Customer Care & Technical Support Operations

Role Overview

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.

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.
• Deploy next-generation digital, AI, automation, and self-service capabilities to improve resolution, scalability, and customer experience.
• Enhance loyalty, proactive support, and overall product and service experience through design and evolution of organizational structure, workforce strategy, and partner ecosystem.
• Drive leadership development, accountability, operational excellence, and continuous improvement at all levels of the function.

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.
• Participate in and lead 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.

Experience & Qualifications

• Bachelor's Degree (or equivalent experience) in Marketing, Business Administration, or a related field.
• 15+ combined years of relevant experience spanning executive leadership in a fast-paced technical environment, extensive experience managing on-shore and off-shore customer support teams, and experience in developing strategic improvements of customer service operations to improve alignment, efficiency, and value.
• Advanced knowledge of contact center service industry best practice methodologies, advanced business and analytical acumen, exceptional interpersonal skills to effectively build relationships with all levels of the organization, and excellent written and verbal communication skills.
• Ability to effectively lead, coach, and develop cross-functional teams, and ability to effectively present to and influence executives, senior leadership, and internal customers.

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.
• 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.

Additional Details

• 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.
• 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.

About Where We Work

Brother’s corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always “at your side” for our customers.

Equal Opportunity Employer (EOE) Statement

Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at eoe_applicant_accommodations@brother.com .