Are you ready to lead a world-class support organization for a high-volume, mission-critical enterprise platform We are seeking a visionary Director of Global Support to oversee our global support operations. In this role, you will lead a global team of 60+ professionals, ensuring seamless execution, visibility, and supportability of customer integrations within a high-volume SaaS environment.
As we advance our AI-first strategy, you will be at the forefront of embedding AI automation, predictive insights, and anomaly detection into our support and monitoring ecosystem. This is a high-impact leadership role focused on operational excellence, proactive incident prevention, and delivering a superior customer experience through cutting-edge technology
The Mission
- Global Leadership: Drive a 24/7 proactive oversight function for system health and customer-critical processes.
- Operational Excellence: Establish and manage high-stakes SLAs and SLOs for incident response and customer impact mitigation.
- AI Innovation: Implement AI-based anomaly detection and automate Tier-1 and Tier-2 support workflows to reduce customer-impacting incidents.
- Strategic Collaboration: Partner with Engineering, CloudOps, and Product teams to improve platform reliability and resolve systemic risks.
- Team Empowerment: Lead and scale a high-performing team, building AI upskilling pathways to ensure the organization remains at the cutting edge.
Who You Are
- Experienced Leader: You bring 10+ years of experience in SaaS, cloud, or supply chain technology operations.
- Technical Strategist: You have a deep understanding of EDI, APIs, B2B transactions, and orchestration platforms.
- AI-Fluent: You are comfortable with AI copilots, agents, and workflow orchestration tools to drive speed and consistency in analysis.
- Data-Driven: You use analytics and root-cause analysis to identify error patterns and guide priorities.
- Calm Under Pressure: You excel in influential communication and escalation management during high-pressure incidents.
Key Requirements
- 10+ years of leadership in support operations or high-availability environments.
- Demonstrated proficiency with observability, monitoring, and AI automation platforms.
- Experience managing large global teams (60+) and 24/7 escalation models.
- Demonstrated mastery of B2B integrations, EDI, and API-driven orchestration within high-availability, mission-critical SaaS environments.
Ready to redefine enterprise support for the AI era Apply now to lead our global mission.
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