Sr. Director, Support Intelligence & Transformation

📋 Description

• Establish and operationalize support intelligence frameworks across the org
• Develop visibility into escalation trends and customer risk indicators
• Drive AI-enabled workflows, telemetry, and workflow automation across Support
• Lead escalation governance and release readiness for major events
• Partner cross-functionally to improve operational efficiency and customer experience

🎯 Requirements

• 7+ years in technical support or operations leadership
• Experience leading operational transformation in SaaS or enterprise software
• Strong understanding of AI-enabled workflows, automation, or operational intelligence models
• Experience with support telemetry, escalation governance, workflow orchestration, and analytics
• Experience partnering cross-functionally with Product, Engineering, CX, and customers
• Strong analytical, operational, and systems-thinking capabilities

🎁 Benefits

• Healthcare and dental coverage
• Parental planning and mental health benefits
• Disability income, life and AD&D insurance
• 401(k) with company match
• Paid time off
• Fitness reimbursements