Head of Digital Tech Support

Job description

The Head of Digital Technical Support provides strategic direction and operational oversight for all global software support functions. This role ensures an effective customer experience through efficient incident response, escalation leadership, proactive monitoring, service automation, and continuous improvement. The position owns global performance KPIs, establishes service governance frameworks, and drives transformation initiatives supporting the scalability and reliability of Cooper’s global software platforms. Responsible for global leadership of software support operations across the Americas, EMEA, and APAC, covering mission-critical clinical, enterprise, and SaaS software products. Oversees Tier 1–3 technical support, major incident management, global escalation processes, and cross-functional alignment with Product, R&D, Cloud Operations, Quality, applications and Customer Success. Leads a globally distributed team, ensuring operational consistency, regulatory compliance, and delivery of high customer satisfaction across all time zones. Essential Functions & Accountabilities: · Develop and execute the global software support strategy aligned with corporate goals and prod...