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Role Overview: The Senior Director, Customer Service is responsible for defining and building the future of Brother’s service operations across the Americas. In addition to driving quality and efficiency in current operations, this leader works to transform the team from being a troubleshooting group into being a strategic customer care team within Brother’s Customer Experience Center (CXC), generating significant contributions to customer experience, loyalty, and sales. Acting as a visionary leader for customer service, this role develops a clear future vision, timeline, and strategic plan of action for what customer service in the Americas should truly look like — establishing a unified, best-in-class service model across domestic operations as well as several subsidiaries in North & South America. This position leads both on-shore and off-shore support services teams, drives the direction and growth of Brother’s support portfolio, and implements new tactics, processes, and...