The Opportunity
Join FICO as our Director of Customer and Solution Support and lead the transformation of how we deliver world-class support experiences for our entire Software portfolio of products and platform offerings. This is an unique opportunity to shape the future of customer support at a global leader in AI-driven decision management solutions, serving the world's most demanding enterprises.
In this role, you'll build and lead a high-performing support organization that serves as a strategic differentiator for FICO, ensuring our enterprise clients maximize the value of their investments while maintaining the highest levels of platform availability and performance. You'll work at the intersection of technical excellence and customer success, driving innovation in how we support mission-critical systems that power decisions affecting millions of people daily.
What You'll Contribute
Strategic Leadership
- Develop and execute a comprehensive support strategy that scales with FICO's growth while building C-level relationships at key enterprise accounts as a trusted advisor
- Partner cross-functionally with Product, Engineering, Professional Services, Cyber Security, and Sales to influence roadmaps and drive continuous improvement initiatives based on customer insights
- Position support as a strategic differentiator that enhances customer satisfaction, reduces resolution times, and drives platform adoption
Operational Excellence
- Build and scale a world-class global support organization with optimized processes, KPIs, and SLAs that exceed enterprise services requirements
- Implement predictive support models and AI-driven analytics to proactively address issues before customer impact
- Oversee 24/7 mission-critical operations while driving automation and self-service capabilities to improve efficiency
Technical Leadership
- Provide deep technical guidance on platform architecture, integration patterns, and enterprise deployment best practices
- Lead root cause analysis for complex issues and collaborate with Engineering on permanent resolution strategies
- Champion knowledge management and technical enablement initiatives across the organization
Incident Management & Business Continuity
- Design robust incident management frameworks and lead crisis response during high-severity events to minimize business impact
- Develop comprehensive business continuity plans ensuring uninterrupted support services during disasters or disruptions
- Establish post-incident review processes that drive systemic improvements and prevent recurrence
Vendor and Third-Party Governance
- Establish governance frameworks for managing third-party vendors and technology partners while ensuring compliance with security and quality standards
- Negotiate strategic vendor relationships to augment support capabilities and optimize the vendor portfolio for cost, capability, and risk
- Drive vendor performance management to maintain service excellence across all support channels
Business Impact
- Own customer satisfaction metrics and P&L while driving initiatives to achieve industry-leading NPS scores
- Create value-added support offerings that generate revenue opportunities and deepen customer relationships
- Build executive-level partnerships with strategic accounts to ensure long-term success and growth
What We're Seeking
Required Experience
- Extensive executive-level leadership experience in technical support, with proven success leading large-scale global support organizations for enterprise software platforms
- Deep expertise in supporting mission-critical systems at major organizations, with significant experience in enterprise platform architectures
Technical Expertise
- Strong technical background with hands-on experience in platform technologies, APIs, enterprise integration patterns, modern support tools, and AI/ML applications in decision management
- Comprehensive experience with regulatory compliance requirements to maintain security standards
Strategic Expertise
- Proven ability to develop and execute multi-year strategic plans that align support capabilities with business objectives and position support as a competitive differentiator
- Demonstrated track record of driving digital transformation, building strategic partnerships with key accounts, and identifying opportunities to enhance customer value
Operational Acumen
- Excellence in operational planning, budgeting, and resource optimization across global teams with deep understanding of support metrics and continuous improvement methodologies
- Proven ability to scale operations efficiently in high-volume environments while implementing automation and self-service capabilities
Leadership Capabilities
- Exceptional ability to inspire and develop high-performing, diverse global teams with strong executive presence and influence across cross-functional stakeholders
- Demonstrated success building inclusive teams and driving organizational change in complex, multi-time zone environments
Collaborative Style
- Natural ability to build bridges across diverse teams, break down silos, and foster collaborative relationships between Support, Product, Engineering, PS, and Sales
- Strong track record of creating a culture of knowledge sharing, cross-functional partnership, and leading through influence
Analytical Mindset
- Advanced data-driven decision-making capabilities with expertise in support analytics, and building performance optimization frameworks
- Ability to synthesize complex technical and business information into actionable insights that drive continuous improvement and innovation
Executive Communication
- Outstanding communication skills with extensive experience presenting to C-suite executives and board-level audiences, crafting compelling narratives that connect technical details to business value
- Strong crisis communication capabilities with proven success managing high-level escalations and securing stakeholder buy-in for strategic initiatives
About US
FICO, originally known as Fair Isaac Corporation, is a leading analytics and decision management company that empowers businesses and individuals around the world with data-driven insights. Known for pioneering the FICO Score, a standard in consumer credit risk assessment, FICO combines advanced analytics, machine learning, and sophisticated algorithms to drive smarter, faster decisions across industries. From financial services to retail, insurance, and healthcare, FICO's innovative solutions help organizations make precise decisions, reduce risk, and enhance customer experiences. With a strong commitment to ethical use of AI and data, FICO is dedicated to improving financial access and inclusivity, fostering trust, and driving growth for a digitally evolving world
