Director, Technical Experience
New
I
IntradiemSaaS, Customer Service
Remote, USFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 12+ years of related experience, with 5+ years in a senior leadership role
- Required Skills
- LeadershipData AnalysisStakeholder managementTechnical supportSaaS
Requirements
- Bachelor's degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience.
- 12+ years of related experience.
- 5+ years in a senior leadership role managing technical teams.
- Proven track record in strategic leadership within a technical support environment.
- Deep technical acumen with experience in SaaS environments.
- Demonstrated experience driving large-scale innovation and process optimization.
- Familiarity with AI-powered support tools (e.g., virtual agents, AI-assisted resolution).
- Exceptional executive leadership and communication skills.
- Strong strategic thinking and data-driven analytical skills.
Responsibilities
- Define and drive long-term vision and strategic direction for Technical Support.
- Lead AI transformation of the Technical Support function.
- Manage and inspire a multi-level organization of senior managers, managers, and individual contributors.
- Establish and oversee KPIs for support services.
- Serve as primary executive escalation point for critical technical issues.
- Collaborate with executive leadership to integrate support strategies with company priorities.
- Drive continuous improvement in support delivery, quality, and scalability.
- Oversee recruitment, development, and retention of technical talent.
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