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 Technical Support, ensuring alignment with company objectives and customer experience goals.

• Create and implement strategies that enhance support delivery, operational efficiency, and scalability.

• Advocate for innovation and best practices within technical support processes.

• Lead the transformation towards AI integration using AI-driven tools, automation, and workflows.

• Partner with executive leadership to shape the company's direction and priorities.

• Direct the Technical Support organization to achieve service level agreements (SLAs), customer satisfaction, and efficiency targets.

• Drive ongoing improvements through AI and data-driven insights.

• Act as the executive escalation point for critical technical issues and high-stakes customer interactions.

• Establish, monitor, and report on technical support key performance indicators (KPIs).

• Lead, motivate, and develop senior managers, managers, and individual contributors.

• Oversee the recruitment, development, and retention of technical talent.

• Foster collaboration across Technical Support, Customer Experience, Product, Engineering, and Sales.

• Serve as the executive point of contact for significant customer relationships.

• Build trusted relationships with customers, partners, and stakeholders.

• Collaborate across functions to guarantee seamless platform support.

• Ensure adherence to Intradiem policies, procedures, and applicable regulatory requirements.

• Perform other assigned responsibilities.

⛳️ Requirements

• Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience.

• At least 12+ years of relevant experience.

• Over 5 years in a senior leadership position managing technical teams.

• Demonstrated strategic leadership and execution capabilities in a technical support setting.

• Extensive technical knowledge with significant experience in Customer Support and SaaS environments.

• Proven record of driving large-scale innovation and process optimization across multi-team organizations.

• Familiarity with AI-driven support tools, including intelligent triaging, virtual agents, AI-assisted resolution, and predictive analytics.

• Exceptional executive leadership abilities with a talent for developing and leading high-performing, multi-tiered teams.

• Strong communication, negotiation, and presentation skills.

• Excellent strategic thinking and analytical capabilities with a data-driven mindset.

• Legal eligibility to work in the country of the role at the time of application; identity and employment eligibility verification will be required during onboarding.

• Preferably knowledgeable in various ACD, Workforce Management Systems, and third-party software integrations within a Contact Center environment.

• Experience in Computer Networking is advantageous.

• Familiarity with third-party software integrations in a contact center context is preferred.

🏝️ Benefits

• People-first culture emphasizing trust, respect, and flexibility.

• Equal-opportunity employer.