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Job Description
Company Overview Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother's Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru. Why Work at Brother? Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer-centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning. Role Overview The Senior Manager, Customer Service Technology & Systems, defines and executes the technology strategy that powers the end-to-end customer service experience across the Americas region, including the U.S. and Pan-LATAM markets. This role owns the roadmap, implementation, optimization, and ongoing performance of all customer service platforms, including telephony, IVR, CRM, chat, and web-based support tools. The Senior Manager serves as the primary owner of vendor relationships and platform performance, ensuring systems are scalable, regionally adaptable, and aligned with broader business objectives across multiple countries and languages. Partnering closely with IT, Digital, regional CX leaders, and local market teams, this role drives innovation, automation, and continuous improvement across all customer service channels. Duties & Responsibilities CX Technology Strategy & Platform Ownership Own the end-to-end Customer Service technology ecosystem, including phone, IVR, CRM, chat, and web Define and manage the multi-year roadmap for customer service technology Ensure seamless omnichannel integration and customer journey continuity Act as the business owner of all customer service platforms Partner with IT on architecture, integrations, and security while maintaining business ownership Evaluate and recommend new technologies to enhance customer and agent experiences Balance global platform standardization with local market needs Ensure systems support multi-language experiences (Spanish, Portuguese, English) Design solutions that accommodate regional regulatory and operational differences Implementation, Optimization & Automation Lead end-to-end system implementations, upgrades, and enhancements Drive continuous improvement of workflows, automation, and system performance Oversee configuration, releases, and system administration Implement and expand self-service capabilities, including IVR, chatbots, and help centers Identify inefficiencies and deploy solutions to improve resolution times and productivity Lead implementations across multiple countries and business units Ensure platforms are configured to support localized workflows and customer journeys Vendor & Partner Management Own relationships with all technology vendors and service providers Lead vendor selection, contract negotiation, and performance management Ensure vendors meet SLAs, innovation expectations, and roadmap alignment Manage budgets associated with platforms, tools, and external partners Manage vendors across multiple regions, ensuring alignment with local market requirements and service expectations Reporting, Analytics, & Insights Establish KPIs and dashboards to measure system performance and CX impact Deliver actionable insights to leadership on trends, opportunities, and ROI Ensure data accuracy, governance, and compliance across systems Leverage analytics to improve customer satisfaction and operational efficiency Team Leadership & Project Management Lead, mentor, and develop a team of system administrators and analysts Oversee project prioritization, planning, and execution across multiple initiatives Collaborate cross-functionally to ensure alignment and successful delivery of initiatives
Experience & Qualifications Education:
Bachelor's Degree (or equivalent experience) in Business or related field Master's Degree (or equivalent experience) in Business or related field
Preferred Experience:
8+ years of experience in leading customer service technology operations and strategy, including CRM, telephony, IVR, chat, and web-based platforms, with 8+ years managing teams responsible for system implementations, digital transformation, automation initiatives, vendor management, and cross-functional stakeholder collaboration 8+ years of experience supporting multi-country or global operations, preferably across the Americas, and familiarity with LATAM market dynamics and localization challenges
Preferred Languages:
Spanish Preferred Portuguese Preferred Software/Technical Skills Advanced knowledge of CRM and contact center platforms (e.g., Salesforce, Oracle, Zendesk, etc.) Advanced experience with telephony systems, IVR, chat platforms, and web self-service tools Strong understanding of APIs, integrations, and cloud-based systems Intermediate experience with reporting and analytics tools Intermediate experience MS Office (Word, Excel, PowerPoint, Outlook, and Teams) Other Skills/Knowledge/Abilities Strong leadership skills with the ability to take initiative and strategically lead change Ability to effectively resolve conflicts, identify alternatives, and provide solutions Strong project management and time management skills, with the ability to oversee multiple projects at once while meeting deadlines Excellent communication skills (verbal, written, interpersonal) Excellent organizational skills and attention to detail Ability to effectively build relationships and communicate with IT, operations, and customer service teams to align technology with business goals Ability to work across time zones and geographically distributed teams Additional Details for This Role This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager. #LI-Hybrid Base Salary The targeted base salary range for this position if based in TN will be $125,000 - $150,000 per year. The targeted base salary range for this position if based in NJ will be $145,000 - $170,000 per year. Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data. Additional Compensation This position is eligible for a 20% bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans. Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect. Our Benefits We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance—all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs.
Details are available at https:
//mybenefits.nfp.com/Brother/2026/guidebook/ Our Mission, Vision & Culture Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. About Where We Work Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers. Equal Opportunity Employer (EOE) Statement Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at eoe_applicant_accommodations@brother.com .
Qualifications:
Education:
Bachelor's Degree (or equivalent experience) in Business or related field Master's Degree (or equivalent experience) in Business or related field
Preferred Experience:
8+ years of experience in leading customer service technology operations and strategy, including CRM, telephony, IVR, chat, and web-based platforms, with 8+ years managing teams responsible for system implementations, digital transformation, automation initiatives, vendor management, and cross-functional stakeholder collaboration 8+ years of experience supporting multi-country or global operations, preferably across the Americas, and familiarity with LATAM market dynamics and localization challenges
Preferred Languages:
Spanish Preferred Portuguese Preferred Software/Technical Skills Advanced knowledge of CRM and contact center platforms (e.g., Salesforce, Oracle, Zendesk, etc.) Advanced experience with telephony systems, IVR, chat platforms, and web self-service tools Strong understanding of APIs, integrations, and cloud-based systems Intermediate experience with reporting and analytics tools Intermediate experience MS Office (Word, Excel, PowerPoint, Outlook, and Teams) Other Skills/Knowledge/Abilities Strong leadership skills with the ability to take initiative and strategically lead change Ability to effectively resolve conflicts, identify alternatives, and provide solutions Strong project management and time management skills, with the ability to oversee multiple projects at once while meeting deadlines Excellent communication skills (verbal, written, interpersonal) Excellent organizational skills and attention to detail Ability to effectively build relationships and communicate with IT, operations, and customer service teams to align technology with business goals Ability to work across time zones and geographically distributed teams
