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Director, Product Support Operations And Strategy - Remote Eligible
Drive enhancements to the Product Support tech stack to improve customer journeys.
Remote
Expert
1 month ago
✨ About The Role
- This role involves leading the Product Support Team to deliver exceptional customer experiences at scale.
- The candidate will be responsible for workforce planning to ensure adequate staffing for a growing customer base.
- The position requires continuous improvement of service strategies, including the implementation of AI and BPO solutions.
- The successful candidate will develop and maintain global Product Support dashboards to track business health and insights.
- Building relationships with cross-functional partners, such as product and engineering teams, is a key aspect of the role.
âš¡ Requirements
- The ideal candidate has over 10 years of experience in a support operations environment, with at least 5 years in a leadership role, preferably in a technical SaaS product.
- A strong collaborator who thrives in dynamic settings, the candidate should be passionate about customer support and strategic problem-solving.
- The successful individual will possess strong communication skills, capable of simplifying complex ideas for diverse audiences.
- A data-driven mindset is essential, with expertise in defining strategic goals and delivering measurable results.
- Experience in building initiatives from the ground up and optimizing existing programs is crucial for success in this role.
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