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Sr. Director, Support Intelligence & Transformation
Skills
Software As A ServiceAdoptionContinuous ImprovementEvolutionOperations ManagementReadinessRegulatory Requirements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 7+ years in technical support support operations customer operations service management or operational transformation leadership
- Experience leading operational transformation in SaaS or enterprise software environments
- Strong understanding of AI-enabled workflows automation or operational intelligence models
- Experience with support telemetry escalation governance workflow orchestration and operational analytics
- Experience partnering cross-functionally with Product Engineering CX and customer-facing teams
- Strong analytical operational and systems-thinking capabilities
- Ability to influence organizational change through collaboration operational leadership and data-driven decisions
- Experience scaling support organizations through maturity tooling optimization and intelligent automation
Nice to have
- Analytical
- Collaborative
- Innovative
- Strategic
- Proactive
Day to day
- Drive the evolution of Global Support into a proactive intelligence-driven customer operations organization.
- Build and operationalize support intelligence frameworks using telemetry analytics automation and AI-enabled workflows.
- Lead escalation governance release readiness operational readiness systems optimization and cross-functional alignment across Support Product Engineering and CX.