Vice President Customer Support

Req ID: 14532

Work Flexibility: Flexible

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.

Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com.

Job Summary

The Vice President, Customer Experience is a strategic leader accountable for the end-to-end customer (System Integrators, distributors and OEMs) experience across Distech Controls. The role owns the operational infrastructure that enables customers and partners to engage with Distech – customer service, technical support, education, documentation, field devices, and the customer-facing systems and tools that surround them. The Vice President ensures consistent, high-quality service delivery while transforming processes and tools to support the company’s next phase of growth.

A key focus of this role is the transformation into a technology-enabled, AI-augmented, scalable function (including the adoption of digital channels such as eStore and the deployment of a new ERP-CRM systems). The role is also responsible for enabling the company’s capital-to-SaaS business model transition from a customer-experience and systems perspective. Acting as a sponsor within cross-functional transformation initiatives, the Vice President will contribute to the design and implementation of Order-to-Cash processes to improve efficiency and scalability.

The Vice President is a collaborative and people-focused leader who develops high-performing teams, fosters alignment across functions, and drives continuous improvement across all customer experience touchpoints.

What will you do?

Strategic Leadership: Lead the Cx function as a strategic, technology-enabled capability. Evolve Cx toward e-commerce and agentic AI for superior customer experiences. Contribute to Cloud, AI, and data strategy from an operations perspective. Peer-level leadership with Product, R&D, and Engineered Solutions to influence product/platform decisions.
Global Leadership & Talent: Direct senior teams (Support, Education, Field Devices). Foster a high-performance culture of accountability and collaboration. Coach/mentor leaders to enhance organizational depth and succession.
Cx Operations & Infrastructure: Own Cx infrastructure (systems, tools, processes, data foundations). Improve e-commerce, support, and knowledge management systems. Build robust data pipelines for AI; govern the Cx tech roadmap in alignment with R&D and Acuity Tech.
Global Support (AMER, EMEA, APAC): Lead global technical/customer support. Deploy agentic AI to automate Tier-1/2 requests; re-architect support models to focus human experts on novel, complex issues. Ensure global service consistency and reduce cost-to-serve.
Education & Product Documentation: Lead global education and technical documentation. Scale training via digital platforms (AI tutoring, simulated commissioning, competency certification). Drive certification rates and knowledge depth while minimizing delivery costs. Maintain documentation as a living, structured, AI-consumable knowledge base.
Third-Party Field Devices: Manage the third-party program, driving revenue and margin growth. Align portfolio with SI needs, regional standards, and Distech’s platform vision. Maintain commercial/technical partner relationships.
Cross-Functional Collaboration & Transformation: Act as executive liaison to Acuity’s CIO, ensuring technology alignment (Cloud, Data, Security). Lead enterprise-wide initiatives to eliminate silos and optimize the customer journey. Define the operating model, governance, and guardrails for organization-wide agentic AI deployment.

Skills

Which candidate profile are we looking for?

Required Qualifications

Education: Bachelor’s degree in Engineering or a related field.
Experience: 15+ years in senior leadership within B2B Customer Experience, Operations, or Service organizations.
Financial & Operational: Proven P&L ownership and experience leading large (50+), geographically distributed teams.
Domain Expertise: Direct experience managing partner/system integrator organizations (BMS preferred) and sales leadership.
Sector Knowledge: Expertise in BMS, Energy, Performance Contracting, or Renewables, including technical knowledge of field devices (specifying, buying, or representing).
Transformation: Proven track record in large-scale digital transformations (ERP, CRM) and technology-enabled operational redesign.
Technical Literacy: Strong understanding of cloud platforms, system integration, and AI-driven workflows.

Skills & Personal Attributes

Strategic Execution: Ability to translate complex vision into concrete, actionable results.
Leadership: People-centric manager focused on talent development, coaching, and building organizational trust.
Collaboration: High influence and communication skills; adept at aligning diverse cross-functional stakeholders.
Analytical Rigor: Data-driven decision-making with a focus on continuous operational improvement.
Agility: Comfortable navigating and leading in fast-paced, high-transformation environments.

Mandatory Requirements

Valid passport for frequent global travel.
Ability to visit the Brossard, Canada HQ office frequently.

Why work for Distech Controls?

Leadership role with global impact on customer experience and business performance
Dynamic workplace and fast-growing international company
Modern work environment designed for our employees
Continuous professional development program
Competitive salary and extensive benefits

We value diversity and are an equal opportunity employer.  All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law. 

Accommodation for Applicants with Disabilities:  As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000, select option 4.  Please clearly indicate what type of accommodation you are requesting and for what requisition. 

Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Knowledge of French is required for positions permanently located in Quebec so incumbents can communicate with their colleagues and suppliers in Quebec as necessary. French-language training is offered to all incumbents in permanent positions in Quebec who do not have a good knowledge of French.

Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

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