Director, Technical Experience

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

📋 Description

• Define and steer the long-term vision and strategic direction for the Technical Support function, ensuring alignment with overarching business objectives and customer experience (CX) goals.

• Formulate and implement high-level strategies to improve support service delivery, operational effectiveness, and scalability—positioning Technical Support as a key competitive advantage.

• Advocate for innovation and the adoption of best practices within technical support processes, utilizing emerging technologies and industry trends to sustain market leadership.

• Lead the AI transformation within the Technical Support function by identifying and deploying AI-driven tools, automation, and workflows that minimize resolution times, reduce volume, and enhance the quality of customer interactions.

• Work closely with executive leadership to align Technical Support strategies with the overall direction and priorities of the company.

• Guide the Technical Support organization to meet strategic and operational goals, including service level agreement (SLA) performance, customer satisfaction, and efficiency metrics.

• Promote continuous improvement in support delivery processes with an emphasis on quality, efficiency, scalability, and reduced customer effort—leveraging AI and data-driven insights to proactively identify gaps and optimize outcomes.

• Act as the primary executive escalation point for critical technical issues and high-stakes customer engagements, ensuring swift and effective resolutions.

• Establish, manage, and report on key performance indicators (KPIs) that assess the effectiveness and efficiency of technical support services.

• Inspire and develop a multi-tiered organization of senior managers, managers, and individual contributors in Technical Support.

• Oversee the recruitment, development, and retention of top technical talent, nurturing a culture of high performance, accountability, and continuous professional growth.

• Foster a collaborative culture within Technical Support and across CX, Product, Engineering, and Sales functions.

• Serve as the primary executive contact for key customer relationships within the Technical Support domain, ensuring that needs and expectations are consistently met and exceeded.

• Build and maintain trusted executive-level relationships with key customers, partners, and stakeholders.

• Collaborate with Customer Success, Sales, Product, and Engineering to drive cross-functional initiatives and ensure seamless platform support.

• Ensure all Technical Support activities adhere to Intradiem policies, procedures, and relevant regulatory requirements.

• Conduct all business in compliance with Intradiem's policies and procedures.

• Carry out any additional duties as assigned.

⛳️ Requirements

• Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or a related field.

• Typically requires a minimum of 12+ years of relevant experience, including 5+ years in a senior leadership role overseeing technical teams.

• Proven history of strategic leadership and execution in a technical support setting.

• Extensive technical knowledge with significant experience in Customer Support and Software as a Service (SaaS) environments.

• Demonstrated experience in driving large-scale innovation and process optimization initiatives across multi-team organizations.

• Familiarity with AI-powered support tools (such as intelligent triaging, virtual agents, AI-assisted resolution, predictive analytics); experience leading or participating in an AI transformation initiative within a support or CX organization is advantageous.

• Exceptional executive leadership capabilities with a proven ability to develop and manage high-performing, multi-level teams.

• Outstanding communication, negotiation, and presentation skills, with the ability to influence and engage senior stakeholders and executive leadership.

• Strong strategic thinking and analytical abilities, with a data-driven decision-making approach.

• Comprehensive knowledge of multiple Automatic Call Distribution (ACD), Workforce Management Systems, and third-party software integrations in a Contact Center environment is preferred.

• Experience in Computer Networking is preferred.

• Experience with third-party software integrations in a contact center environment is preferred.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development opportunities