Senior Director Support Operations

Department: Customer Support

Employment Type: Full Time

Location: Atlanta

Description

A Typical Day in the Life Includes:

• Lead support operations, owning end-to-end support delivery for assigned products, industries, and CloudSuites within the Americas region. You'll ensure performance against SLAs, customer satisfaction, and operational KPIs — establishing clear operating rhythms, visibility, and execution discipline across your team, and addressing delivery gaps proactively.
• Partner with the VP, Support Operations and peer leaders to build and sustain a high-performing regional team; contributing to regional strategy, talent planning, and operating model design and be a key input into regional priorities, resource allocation, and performance reviews.
• Build and sustain a technically strong team with deep expertise in techno-functional troubleshooting, cloud platforms, ERP integrations, and APIs. Maintain command of assigned product landscapes to guide teams effectively and act as a senior escalation point on complex issues.
• Advance the support operating model toward scalable, digital-first, and proactive delivery. Enable your team to surface, escalate, and resolve systemic issues at the root. Identify and remove barriers, optimize workflows, and drive continuous improvement across processes, tools, and ways of working.
• Drive talent density through hiring, coaching, and development. Set clear expectations, manage the talent pipeline actively, and invest in learning and enablement. Define clear progression paths from analyst to SME/principal. Mentor managers and team leaders to scale leadership capability across the team.
• Partner closely with Product, Development, Customer Success, Professional Services, and Managed Services to proactively identify systemic issues, address root causes, and improve product and customer outcomes. Ensure strong alignment and shared accountability across functions within assigned scope, products, and customers.
• Engage directly with customers during critical situations, ensuring clear communication, strong ownership, and effective resolution. Leverage customer insights and feedback to continuously improve support delivery and experience, including during escalations, go-lives, and focus account management.
• Establish clear ownership, governance, and execution discipline within the team. Monitor KPIs, analyze trends, and drive data-informed decision-making. Provide regular insights and recommendations to the Regional VP and senior leaders on performance and improvement opportunities.
• Collaborate with peers within Americas and across the international region to ensure consistency, share best practices, and contribute to global initiatives and support standards.
• Align hiring, capability development, and ways of working to evolving needs in Americas and globally. Drive adoption of automation, knowledge management, GenAI-assisted support, and self-service capabilities to enhance scale and efficiency within assigned scope.
• Foster a high-performance, inclusive, and collaborative culture. Promote engagement, recognize contributions, and create an environment where individuals feel valued, supported, and connected to broader organizational goals.

Basic Qualifications:

• Experience in Customer Support, Customer Success, Managed Services (or similar), leading large support teams within a region, including managing managers.
• Be experienced, with a track record of customer satisfaction and operational performance across diverse product lines and geographies within a regional scope.
• Experience working with cloud environments, business or mission-critical solutions/platforms, APIs, and integrations; leading and developing technically skilled teams.
• Experience driving continuous support improvement in a fast-paced, global environment with multiple priorities.
• Have experience managing cross-functional collaboration across Product, Engineering, Customer Success, and Services.
• Have people leadership and talent development experience, including building high-performing teams and managing performance.
• Experience in engaging and influencing executive stakeholders, internal and externally.
• Experience supporting enterprise SaaS / cloud platforms / complex enterprise software.
• Experience with AI/ML-driven support, automation, knowledge management, and self-service capabilities.
• Experience working with or leading teams across global delivery locations.