# Director, Support Strategy and Operations

**Company:** [Illumio](https://hotfix.jobs/companies/illumio)
**Location:** Sunnyvale, CA
**Role:** Business Operations
**Salary:** $213k – $255k/yr
**Experience:** 10+ years
**Skills:** Customer Support Operations, Cx Operations, Knowledge Management, Ai-Augmented Support, Support Tooling, Case Routing, Workflow Automation, Operating Cadences, Data-Driven Decision Making, Cross-Functional Alignment
**Posted:** 2026-05-15

> Own the end-to-end Support operating model for a B2B SaaS security company: design business rhythms, metrics, governance, and cross-functional accountability structures to scale outcomes without proportional headcount growth.

## Job Description

## 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

## Similar roles

- [Senior Director, Analytics Services](https://hotfix.jobs/jobs/886a81e6-6404-47e4-b63f-947cd1aa643b) - Komodo Health - Remote - $213k – $265k/yr
- [Head of Workplace Strategy & Operations](https://hotfix.jobs/jobs/41bd4675-dd04-4675-9bc4-49d5ad38b976) - Vercel - San Francisco, CA - $220k – $265k/yr
- [Senior Director, Marketplace Operations & Health](https://hotfix.jobs/jobs/286b7bdf-e8b4-4233-aa09-dbf8ad6c893a) - Upside - Washington, DC - $220k – $256k/yr
- [Head of Creative Operations](https://hotfix.jobs/jobs/6721373c-4166-4914-ba4f-5467bee3e4c7) - Harvey - San Francisco, CA - $222k – $332k/yr
- [Senior Director, Professional Services](https://hotfix.jobs/jobs/06f60c4d-185f-4500-a858-c38d74cb452b) - Celonis - New York, NY - $204k – $240k/yr

**Apply:** https://hotfix.jobs/jobs/077c87b5-d1ce-475c-9908-2a84744ed2c9
**Canonical:** https://hotfix.jobs/jobs/077c87b5-d1ce-475c-9908-2a84744ed2c9