Sr. Director, Global Support Operations

Accountabilities

• • Define and execute a multi-year global support operations strategy aligned with customer success objectives, business priorities, and measurable performance outcomes.
  • Lead the transformation of support operations through automation, artificial intelligence, data, self-service, and digital-first customer experiences.
  • Establish clear roadmaps, KPIs, governance structures, and operating models that improve efficiency while maintaining exceptional customer satisfaction.
  • Lead the evaluation, deployment, and continuous optimization of chatbots, conversational AI, agent-assist technologies, automated summarization, intelligent routing, and AI-enabled triage.
  • Partner with AI, digital experience, product, engineering, and technology teams to integrate scalable, secure, and effective AI capabilities throughout the support ecosystem.
  • Serve as an internal thought leader on AI-first and digital-first support strategies, identifying opportunities to reduce customer friction and increase self-service adoption.
  • Oversee global support operations and performance across regions and service tiers, ensuring strong results against SLAs, CSAT, quality, and other operational targets.
  • Develop robust governance for global support processes, knowledge management, incident management, quality assurance, and operational consistency.
  • Apply continuous improvement methodologies, including Lean, Six Sigma, or ITIL practices, to simplify processes, eliminate waste, and improve customer outcomes.
  • Establish executive-level dashboards, performance metrics, customer health indicators, and predictive analytics to support data-driven decision-making.
  • Leverage voice-of-customer data, operational insights, and predictive analytics to identify trends and proactively improve the customer experience.
  • Partner with product, engineering, revenue operations, and marketing teams to close feedback loops, inform product roadmaps, and ensure support readiness for new releases.
  • Act as a senior advocate for the customer in executive forums and influence enterprise-level decisions around customer retention, product development, and support innovation.
  • Build, develop, and lead a high-performing global organization of support leaders and frontline professionals.
  • Foster a culture centered on coaching, ownership, empathy, engagement, learning, innovation, accountability, and continuous improvement.
  • Serve as a strategic partner to the Head of Global Support and contribute to executive-level decisions and global transformation programs.

  Requirements

  • 18+ years of progressive experience in customer support or customer success, including at least 10 years in senior leadership positions overseeing large, multi-region organizations.
  • Demonstrated success leading global support transformations, particularly initiatives involving AI, automation, digital-first experiences, and next-generation support technologies.
  • Proven experience driving digital transformation and innovation within large-scale support organizations.
  • Strong executive presence with exceptional communication, stakeholder management, influencing, and relationship-building capabilities within complex matrix organizations.
  • Hands-on experience with support platforms such as Salesforce Service Cloud, Zendesk, or comparable enterprise solutions.
  • Strong understanding of AI-enabled support technologies, including virtual agents, conversational AI, LLM-based triage, case summarization, intelligent routing, and agent-assist solutions.
  • Strong awareness of AI trends, vendor ecosystems, and practical AI applications within B2B technology and SaaS support environments.
  • Demonstrated expertise scaling global support organizations while balancing cost efficiency, operational quality, customer experience, and innovation.
  • Strong operational excellence background with experience applying Lean, Six Sigma, ITIL, or comparable continuous improvement frameworks.
  • Bachelor’s degree in Business, Technology, or a related field required; MBA or equivalent advanced degree preferred.
  • ITIL, Lean, Six Sigma, or comparable operational excellence certifications are desirable.
  • Strong strategic thinking and ability to translate emerging technologies into practical business and customer outcomes.
  • Comfortable operating in an AI-first environment and applying AI tools to improve decision-making, workflows, team productivity, and customer experiences.
  • Curious and proactive approach to emerging AI trends, with a willingness to continuously learn and share knowledge across the organization.

  Benefits

  • Competitive total compensation package.
  • Paid time off.
  • Paid parental leave.
  • Bonus eligibility for eligible employees.
  • Health and wellness benefits that may include medical, life, and disability insurance, depending on location.
  • Opportunity to lead global customer support transformation at significant organizational scale.
  • Exposure to advanced AI, automation, predictive analytics, and next-generation customer support technologies.
  • Opportunity to influence product, engineering, revenue, and marketing strategies through customer insights.
  • Collaborative, globally distributed working environment.
  • Strong commitment to diversity, equity, and inclusion.
  • Employee resource groups supported by senior and executive leadership.
  • Opportunity to shape customer experience strategy and establish support as a competitive advantage.