Director, Support Strategy and Operations

Your Impact

Support Operating Rhythm

• Weekly operating review: case health, backlog aging, MTTR, P1 ratio, escalation rate, cost-per-case
• Release coordination: Support briefed and ready before every product release
• Account and user administration: define the standard, set the SLA, automate the execution
• CSAT and customer effort score tracking connected to operational decisions

Knowledge Management & AI-Augmented Deflection

• KB governance: article ownership, quality standards, review cadence, retirement criteria
• Design the strategy and drive execution of AI-assisted article creation
• Coveo adoption: 80%+ of Support engineers using it as primary search during active cases
• Customer-facing self-service launched with deflection targets tracked from Day 1

Cross-Functional Operating Model

• Weekly CX business review: prepared, data-ready, and accountable
• Alignment with Finance (cost-to-serve), Engineering (interface model), and GEO Support leadership
• Identify and prioritize high-value automation opportunities within Support Ops

Your Toolkit

• 10+ years in customer support operations, technical support, or CX operations in a B2B enterprise software or SaaS environment, with at least 5+ years in a leadership role
• Proven track record designing and owning operating cadences
• Experience building or significantly maturing a knowledge management program, preferably in an AI-augmented context
• Deep familiarity with support tooling, case routing, taxonomy, automation, and workflow design
• Ability to translate business requirements into automated outcomes by architecting the solution & coordinating the execution
• Player-coach orientation: comfortable setting strategy and rolling up your sleeves into the data, processes, and tooling
• Governs through systems and processes
• Defines success before starting and measures whether it was achieved
• Holds cross-functional partners accountable without direct authority (aligns Engineering, Finance, IT, and GEO leaders through preparation & consistency)
• Manages from data; knows what the numbers mean, when they signal risk, and what to do about it
• Communicates with precision & can distill a complex operational picture into a clear, actionable view for executive audiences
• Cybersecurity or security product domain experience preferred