Tom Jackson
About
Tom Jackson is from Greater Ottawa Metropolitan Area. Tom works in the following industries: "Computer Software". Tom is currently Senior Director, Global Marketing Operations at BlackBerry, located in Ottawa, Canada Area. In Tom's previous role as a Director, Global Marketing Operations at BlackBerry, Tom worked in Ottawa, Canada until May 2019. Prior to joining BlackBerry, Tom was a Director, Digital Operations at BlackBerry and held the position of Director, Digital Operations. Prior to that, Tom was a Senior Manager, Digital Operations at BlackBerry, based in Ottawa, Canada Area from Mar 2017 to May 2018. Tom started working as Senior Manager, Ecommerce Business Operations at BlackBerry in Ottawa, Canada Area in May 2016. From Mar 2015 to May 2016, Tom was Ecommerce Operations Manager at BlackBerry, based in Ottawa, Canada Area. Prior to that, Tom was a New Product Introduction Planning and Portfolio Manager at BlackBerry, based in Ottawa, Canada Area from Jan 2012 to Mar 2015. Tom started working as Strategic Operations & New Product Introduction Manager at BlackBerry in Halifax, Canada Area in Feb 2011.
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Tom Jackson's current jobs
Tom Jackson's past jobs
Accountable for broad cross-functional engagement with executive management and functional leads across Product Management, Legal, Finance, Brand and Marketing, to define global support strategies and product support model improvements based on customer demand. Manage gates and checkpoints throughout the service realization process including escalation management and risk mitigation.
Developed strategic support roadmaps for the Customer Care organization through collaboration with departmental peers. Actively engaged with cross departmental teams and external parties in the early development of complex programs to define organizational strategic objectives, financial targets, performance measures, and service realization tactical implementation plans.
Led a management team of 7 direct reports responsible for the day-to-day operations of more than 150 Customer Support employees across 3 global locations. Contributed and proactively engaged as a member of the management team to continuously improve operational efficiencies. Consistently achieved or exceeded operational objectives related to scalability, reliability, and employee performance.
Managed a team of up to 15 technical Customer Support representatives, across 3 accountability levels, with a focus on development and coaching to achieve departmental goals. Identified improvement opportunities and delivered business frameworks, processes, escalation paths, and training programs to drive operational effectiveness.