Senior Director of Support Operations

Job Summary

Leading the global strategy and operational frameworks, the full-time remote Senior Director of Support Operations will manage multi-year support programs, drive system and AI transformations, and ensure high-quality customer delivery while overseeing workforce planning and departmental budgets.

Key responsibilities

• Define and execute the multi-year Support Operations program roadmap aligned with business strategy
• Drive operational rigor and track performance metrics to ensure commitments are met
• Oversee global workforce management and capacity planning across support teams

Required qualifications

• BS/BA degree or equivalent experience
• 15+ years of experience in support operations, business operations, or program management within a SaaS environment
• 5+ years of management experience leading people managers
• Experience with CRM and CSM systems, such as Salesforce or Zendesk
• Proficiency in data systems, including Excel and Tableau