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Sr. Director, Support Intelligence & Transformation
Full-time
As Sr. Director, Support Intelligence & Transformation, you will drive the evolution of Global Support into a more proactive, intelligence-driven, AI-enabled customer operations organization. You will own operational intelligence, escalation governance, support telemetry, workflow automation, operational readiness, and cross-functional alignment across Support, Product, Engineering, and Customer Experience teams. This is not a traditional support delivery role; it focuses on building the future-state support operating model.
What You'll Do
Establish support intelligence frameworks and develop visibility into escalation trends, customer risk indicators, operational bottlenecks, and release readiness signals.
Identify and implement AI-enabled operational workflows that improve scalability and reduce friction, and drive automation across support operations.
Oversee escalation management and governance, improving criteria, ownership models, and response processes.
Coordinate operational readiness for major releases and customer-impacting events, and drive post-incident reviews.
Oversee support tooling and systems optimization, driving standardization and scalability.
Lead and mentor operational support functions including escalation governance, systems, analytics, and operational readiness teams.
What You'll Bring
7+ years of experience in technical support, support operations, customer operations, service management, or operational transformation leadership.
Experience leading operational transformation initiatives within SaaS or enterprise software environments.
Strong understanding of AI-enabled operational workflows, automation, and operational intelligence models.
Experience with support telemetry, escalation governance, workflow orchestration, and operational analytics.
Strong analytical, operational, and systems-thinking capabilities, with the ability to influence organizational change.
