Director of Support Intelligence

Job Summary

Driving the evolution of Global Support, the remote full-time Sr. Director of Support Intelligence & Transformation will manage operational transformation initiatives, focusing on AI-enabled workflows, operational analytics, and cross-functional alignment to enhance customer operations.

Key responsibilities

• Establish and operationalize support intelligence frameworks, developing visibility into escalation trends and operational bottlenecks
• Identify and implement AI-enabled workflows and drive automation opportunities across support operations
• Oversee escalation management functions and coordinate operational readiness for major releases and strategic initiatives

Required qualifications

• 7+ years of experience in technical support, customer operations, or operational transformation leadership
• Experience leading operational transformation initiatives within SaaS or enterprise software environments
• Strong understanding of AI-enabled operational workflows and automation
• Experience with support telemetry, escalation governance, and operational analytics
• Ability to influence organizational change through collaboration and data-driven decision making