Sr. Director, Support Intelligence & Transformation

2 мес. назад

174k–220k USD / yearUSADirectorRemote

aiautomationanalyticsworkflow automationorchestration

Lead operational transformation for support organization using AI-enabled workflows and analytics.

О компании

At  , our mission is to help protect people and communities during their most critical moments. As a global leader in critical communications, public warning, and enterprise safety solutions, we enable governments, emergency services, and organizations worldwide to deliver trusted, life-saving communications at scale.   We are looking for Sr. Director, Support Intelligence & Transformation. This is a remote/home-based role to be based anywhere in the US. In this role as a Sr. Director, Support Intelligence & Transformation, you will be responsible for driving the evolution of Global Support into a more proactive, intelligence-driven, AI-enabled customer operations organization.   This role serves as the operational transformation leader for the Support org

Обязанности

Establish and operationalize support intelligence frameworks across the organization
Develop visibility into:
escalation trends
customer risk indicators
operational bottlenecks
supportability concerns
release adoption and readiness signals
Partner with analytics resources to drive telemetry-informed operational decisions
Support development and operationalization of Customer Experience Intelligence initiatives
Identify and implement AI-enabled operational workflows that improve scalability and reduce friction
Drive automation opportunities across support operations and customer workflows
Partner cross-functionally on workflow orchestration and operational efficiency initiatives
Evaluate and improve operational processes through intelligent tooling and automation capabilities
Support broader organizational AI transformation initiatives as they relate to customer operations
Oversee escalation management functions and operational escalation governance
Improve escalation criteria, ownership models, and response processes
Coordinate operational readiness for major releases, customer-impacting events, and strategic initiatives
Drive post-incident operational reviews and continuous improvement initiatives
Partner with Product and Engineering on operational risk mitigation and supportability alignment
Partner with Product, Engineering, CX, TAM, and Enablement teams to improve customer readiness and operational preparedness for releases
Establish structured operational feedback loops between Support and Product organizations
Support operational adoption visibility and customer impact analysis post-release including kb
Operationalize the Release Readiness framework and associated governance models
Oversee support operational tooling and systems optimization
Drive operational standardization and scalability initiatives
Reduce dependency on tribal knowledge through process maturity and operational enablement
Partner on tooling strategy, workflow optimization, and service scalability improvements
Support operational readiness for strategic integrations and organizational growth initiatives
Lead and mentor operational support functions including escalation governance, systems, analytics, and operational readiness teams
Foster a culture of operational excellence, accountability, innovation, and proactive customer advocacy
Influence cross-functional organizations through operational insight, analytics, and strategic partnership
Drive organizational maturity initiatives aligned to the future-state support operating model

Другое

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, or operational intelligence models
Experience with support telemetry, escalation governance, workflow orchestration, and operational analytics
Experience partnering cross-functionally with Product, Engineering, CX, and customer-facing organizations
Strong analytical, operational, and systems-thinking capabilities
Ability to influence organizational change through collaboration, operational leadership, and data-driven decision making
Experience scaling support organizations through operational maturity, tooling optimization, and intelligent automation