What you'll do:
Reporting to the Director of Technical Support Operations, this role provides both strategic and day-to-day leadership for SONIFI's Technical Assistance Center (TAC). You will lead supervisors and technical support teams responsible for delivering exceptional customer experiences, achieving operational performance goals, and continuously improving support processes. Success in this role requires a servant leader who can balance people leadership, operational execution, customer advocacy, and data-driven decision making.
• Lead, coach, and develop supervisors and technical support teams while fostering a culture of accountability, collaboration, continuous learning, and exceptional customer service
• Drive operational performance by managing service levels, workforce planning, customer support metrics, quality standards, reporting, and continuous process improvement initiatives
• Partner across the organization to improve customer outcomes by analyzing support trends, implementing operational improvements, managing escalated customer issues, and ensuring timely communication through resolution
• Oversee recruiting, onboarding, performance management, employee development, coaching, and succession planning to build and retain high-performing teams
• Champion a customer-first culture while ensuring compliance with departmental procedures, company policies, and operational standards
• Collaborate with leadership to establish strategic priorities, execute department initiatives, and align Technical Assistance Center operations with broader business objectives
• Lead by example, creating an environment that promotes engagement, accountability, teamwork, and a positive SONIFI culture
Together, we can build your future!
SONIFI offers a competitive compensation package based on factors including location, experience, education, specialty, and training. This position is also eligible for PTO, holidays, health, dental, vision, retirement plans, pet insurance, on-demand pay, and other benefits.
SONIFI and SONIFI Health value diversity and are proud to be an Equal Opportunity Employer. All qualified applicants will be considered regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any protected status.
If you require assistance with the online application due to a disability, please contact Human Resources at 605-988-1000.
SONIFI participates in E-Verify to confirm authorization to work in the United States.