Director, Technical Experience
New
Based in the United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 12+ years of relevant experience in technical support, customer support, or SaaS operations, including at least 5+ years in senior leadership roles
- Required Skills
- Artificial IntelligenceStakeholder managementTechnical supportData analytics
Requirements
- 12+ years of relevant experience in technical support, customer support, or SaaS operations
- At least 5+ years in senior leadership roles
- Proven experience leading large-scale technical support or contact center organizations
- Background in SaaS customer support ecosystems
- Demonstrated success in driving operational transformation initiatives
- Understanding of contact center technologies, ACD systems, and third-party integrations
- Technical fluency to engage with engineering and product teams
- Leadership skills with experience managing multi-layered teams
- Data-driven mindset with analytical skills
- Excellent communication and executive presence
Responsibilities
- Define and lead the long-term vision and strategic roadmap for the Technical Support function.
- Drive transformation of support operations through AI, automation, and data-driven workflows.
- Oversee global Technical Support operations, ensuring performance against KPIs.
- Champion continuous improvement initiatives across support processes, tools, and systems.
- Serve as the executive escalation point for critical technical issues.
- Lead, develop, and inspire a multi-level organization.
- Partner closely with Product, Engineering, CX, and Sales leadership.
- Build and maintain strong executive relationships with key customers and stakeholders.
- Establish and monitor key performance metrics and reporting frameworks.
- Drive talent strategy for the function, including hiring, development, and retention.
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