Sr. Director, Global Support Operations

📋 Description

• Define and execute a multi-year global support operations strategy aligned with customer success
• Lead the transformation of support operations through automation, artificial intelligence, data
• Establish clear roadmaps, KPIs, governance structures, and operating models that improve efficiency
• Lead the evaluation, deployment, and continuous optimization of chatbots, conversational AI
• Partner with AI, digital experience, product, engineering, and technology teams to integrate
• Serve as an internal thought leader on AI-first and digital-first support strategies, identifying

🎯 Requirements

• 18+ years of progressive experience in customer support or customer success, including at least 10
• Demonstrated success leading global support transformations, particularly initiatives involving AI
• Proven experience driving digital transformation and innovation within large-scale support
• Strong executive presence with exceptional communication, stakeholder management, influencing, and
• Hands-on experience with support platforms such as Salesforce Service Cloud, Zendesk, or comparable
• Strong understanding of AI-enabled support technologies, including virtual agents, conversational

🎁 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
• Opportunity to lead global customer support transformation at significant organizational scale.