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.

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