Company Overview
Allbridge is the leading supplier of world class connected technology solutions, services, and support for high-density properties.
With more than 35 years of continuous growth and industry experience, Allbridge supports technology in over one million rooms, in 8,000 properties, across North America and the Caribbean, including hotels, resorts, senior-living communities, condominiums, multifamily developments, and mixed-use properties.
Role Summary and Expectations
Recognized for building scalable technical support operation strategy that balances customer advocacy with business objectives, leveraging data-driven insights to identify systemic issues, improve product quality, and enhance the overall customer experience.
Experienced in managing high-profile customer situations, executive communications, crisis response, and service recovery strategies that protect revenue, improve retention, and increase customer satisfaction. Strong leader with a passion for operational excellence, continuous improvement, and fostering a customer-centric culture that delivers measurable business outcomes and delivers best in class customer experience.
Essential Job Functions and Responsibilities
- Strategic Leadership: Sets the global vision and roadmap for technical support operations to align with company growth goals.
- Customer Advocacy: Represents the voice of the customer across product, engineering, and sales teams to fix recurring technical bugs
- Customer Escalation Management: Define/own the process and lead executive customer escalation management by driving rapid resolution of critical customer issues, aligning cross-functional teams, and strengthening customer trust through proactive communication, risk mitigation, and resolution.
- Operational Excellence: Identifies operational efficiencies and improvements to end-to-end support workflows, tools, and ai/automation to boost team efficiency, reduce response times and increase customer satisfaction.
- Team Development: Mentors support leaders, build career paths, and fosters a high-performing, inclusive culture.
- Cross-Functional Collaboration: Partners with product management and engineering to prioritize bug fixes and feature requests based on customer impact data.
- Compliance Management (Brand): Lead compliance reporting management by establishing governance frameworks, ensuring reporting accuracy and brand adherence.
- Financial Management: Manages the department operating budget, software tool licensing costs, and staffing models both internal and outsourced. Ensures minimal annual productivity levels are clearly measured and achieved.
Additional Responsibilities / Deliverables
- Delivers hospitality brand compliance and support reporting
- Special Projects / Company Initiatives as assigned
Core KPIs / Metrics
- Companywide NPS and support related churn
- Operational SLAs per outsourced partner contracts (i.e. Average Handle Time (AHT), First Contact Resolution (FCR))
- Headcount staffing coverage, productivity and performance management
- Proactive monitoring and case creation
- Cost of Service margin
- Warranty margin
- Time & Material (T&M) revenue forecasting and margin (forecast and actual)
Requirements
- Successful completion of a bachelor’s degree from an accredited university (or international equivalent).
- Minimum of 7 years of customer support roles with increasing leadership responsibilities.
- At least 7 years of experience in Managed Services, Data-Networking, Voice and Video
- Must be able to work effectively as a leader in a fast paced, and high-volume work environment, operating with an elevated level of detail and conscientiousness. Uses latest information or approaches to overcome major resistance or objections.
- Demonstrates technical and/or professional proficiency in call center operations
- Must possess excellent written and verbal communication skills, both technically and interpersonally.
- Clearly communicates timelines and expectations to team members, making decisions in a timely manner.
- Demonstrated aptitude to become proficient in and to meet and / or exceed job expectations operating with a willingness to learn and gain proficiency.
- Proven ability to understand and apply company resources in accordance with company policy, standards, and best practices.
- Must have a demonstrated ability to operate with a high sense of urgency, professionalism, integrity, collaboration, and ethics.
- Supports the team in building value through creativity and ingenuity, providing leading edge and cost-effective solutions considering new methods to drive improved customer experiences.
- Demonstrated intermediate to advanced level PC skills with the ability to effectively operate within a Windows Operating System and Windows based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project. Preference to have intermediate level Salesforce, NetSuite, experience
- Must be able to travel as needed up to 10%
Workplace Benefits We Offer
In addition to earnings and other incentives Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes:
- Medical and Prescription options, Dental, Orthodontics and Vision Plans
- Rich HSA company-funded options and Flexible Spending accounts
- 100% Company paid premiums for Short Term Disability
- Life and Accidental Death and Dismemberment insurance Plan options
- Supplemental Insurance Plan options
- 401(k) Profit-Sharing Retirement plan
- Flexible Paid Time Off after 60 days of employment
- Paid Holidays, per Employee Handbook
- Great workplace culture that embodies our values
Equal Opportunity Employer Statement
Allbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
