Sr. Director, Support Intelligence & Transformation

What you'll do

Operational Intelligence & Support Telemetry

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

AI-Enabled Operations & Workflow Transformation

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

Escalation Governance & Service Readiness

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

Release Readiness & Operational 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

Systems, Tooling & Operational Scalability

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

Leadership Responsibilities

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

What you'll bring:

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