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Director of Support Strategy & Infrastructure

Director

CentralSquare Technologies | Customer Support | Lake Mary, FL

Director of Support Strategy & Infrastructure

CentralSquare Technologies is an industry leader in public safety and public administration software, serving over 7,500 organizations from the largest metropolitan city to counties and towns of every size across North America.  We provide the broadest, smartest and most unified software suite that serves 3 in 4 citizens across North America.

 

About The Job:

CentralSquare's customer base is growing and changing, presenting unique challenges and opportunities to support Public Safety, Justice & Administration Agencies globally. Fast-paced, dynamic, and proactive, the CentralSquare Support team provides seamless, brilliant support to our customers around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users’ voices to help shape product solutions. As a member of the Support team, you'll analyze top issues facing our customers, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest customers, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution — making CentralSquare an exceptional user experience for everyone. As the Director of Support Strategy and Infrastructure, you will be managing multiple technical deliverables across teams, meeting long- and short-term project goals. You have deep knowledge of operations, data, and processes to identify and deliver support experience improvements. At CentralSquare, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

 

Responsibilities:

·       Partner cross-functionally across CentralSquare to program manage deliverables and understand user needs.

·       Lead planning, deliverables, change management, and communication planning.

·       Drive support platform improvements that enable innovation of CentralSquare’s scaled and high-touch support channels for all users.

At CentralSquare, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. CentralSquare is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Skills & Requirements

Minimum Qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 5 years of experience in program management with technical teams.
  • Experience leading successful customer support teams in a highly technical environment.

 

Preferred Qualifications:

  • PMP Certification.
  • Lean Six Sigma Black Belt.
  • Understanding of user experience principles, with a user-oriented approach to problems.
  • Ability to learn new tools and systems quickly.
  • Self-starter, with ability to in fast-paced, highly cross-functional roles.
  • Interest in technical skills or solutions.
  • Excellent communication, problem-solving, and analytical skills.