Director, Operations – Transportation

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Lead, mentor, and oversee support analysts along with other support staff.

• Develop and implement support processes, procedures, and service standards.

• Monitor ticket queues to ensure prompt assignment, prioritization, and resolution of customer issues.

• Analyze support incidents, aging tickets, SLA compliance, and issues affecting customers.

• Act as the main escalation point for unresolved support incidents and coordinate resources for resolution.

• Facilitate communication between customers, support teams, product management, development, quality assurance, and leadership teams.

• Track, report, and enhance support performance metrics, including response times, resolution times, customer satisfaction, and adherence to SLAs.

• Create and maintain support documentation, knowledge base articles, troubleshooting guides, and operational procedures.

• Coordinate root cause analysis and implement corrective measures for significant incidents.

• Identify recurring issues and collaborate with Product and Engineering for long-term solutions.

• Assist with software releases, production deployments, and post-implementation support activities.

• Engage in customer meetings, status reviews, escalation calls, and operational governance meetings.

• Report support metrics, trends, risks, and operational concerns to leadership.

• Aid in staffing plans, workload forecasting, and resource allocation.

• Foster accountability, customer service excellence, continuous improvement, and operational discipline.

• Ensure compliance with company policies, security standards, contractual obligations, and relevant regulations.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent professional experience.

• Over 5 years of experience in software, application, technical, or customer support environments.

• At least 2 years of experience leading support teams or managing support operations.

• Experience in managing incident escalation processes and customer-facing communications.

• Familiarity with ticketing and service management platforms.

• Strong understanding of SLA-driven support operations.

• Excellent written, verbal, and interpersonal communication skills.

• Proven capability to manage multiple priorities in a fast-paced environment.

• Preferred: Experience supporting government systems, transportation systems, DMV solutions, or regulated enterprise applications.

• Preferred: Experience with SaaS, cloud-hosted, or large-scale transaction processing systems.

• Preferred: Knowledge of ITIL principles and service management best practices.

• Preferred: Experience with Jira, Azure DevOps, ServiceNow, or similar support management tools.

• Preferred: Understanding of software development lifecycle (SDLC) processes.

• Preferred: Experience in creating support metrics dashboards and operational reporting.

• Preferred: Project management or service management certifications.

• Preferred: Experience supporting mission-critical systems with strict contractual SLAs.

🏝️ Benefits

• Remote work arrangement.

• 5–10% travel.