Senior Director, Support Intelligence – Transformation

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

📋 Description

• Establish and implement support intelligence frameworks throughout the organization.

• Create visibility into: escalation trends, customer risk indicators, operational bottlenecks, supportability issues, release adoption, and readiness signals.

• Collaborate with analytics teams to influence operational decisions based on telemetry data.

• Identify and apply AI-driven operational workflows that enhance scalability and minimize friction.

• Promote automation initiatives throughout support operations and customer workflows.

• Supervise escalation management functions and govern operational escalation processes.

• Enhance escalation criteria, ownership structures, and response protocols.

• Collaborate with Product, Engineering, CX, TAM, and Enablement teams to bolster customer readiness and operational preparedness for releases.

⛳️ Requirements

• Over 7 years of experience in technical support, support operations, customer operations, service management, or leading operational transformation efforts.

• Proven experience in leading operational transformation projects within SaaS or enterprise software settings.

• In-depth knowledge of AI-driven operational workflows, automation, or operational intelligence frameworks.

• Familiarity with support telemetry, escalation governance, workflow orchestration, and operational analytics.

• Experience working collaboratively across Product, Engineering, CX, and customer-facing teams.

• Strong analytical, operational, and systems-thinking skills.

• Capacity to influence organizational change through teamwork, operational leadership, and data-informed decision-making.

• Experience in scaling support organizations via operational maturity, tool optimization, and intelligent automation.

🏝️ Benefits

• Healthcare

• Dental

• Parental planning

• Mental health benefits

• Disability income benefits

• Life and AD&D insurance

• A 401(k) plan with matching

• Paid time off

• Fitness reimbursements