Sr Dir Service

This role requires an executive who is equally comfortable defining long-term strategy and rolling up their sleeves to resolve customer escalations optimize processes and improve day-to-day operations. The ideal candidate has extensive experience leading global distributed teams in a technology environment and is passionate about using data automation and AI to continuously improve the customer experience.

Key Responsibilities

Global Support & Services Leadership

• Lead global Customer Support Technical Support Professional Services and Implementation teams across multiple regions and time zones.

• Manage and develop regional leaders while fostering a high-performance customer-first culture built on accountability collaboration and continuous improvement.

• Build scalable organizational structures career development programs and performance management frameworks that support global growth.

• Drive operational excellence through data-driven decision making KPI management workforce planning and process optimization.

• Maintain a hands-on leadership style by regularly reviewing customer interactions shadowing support teams analyzing case trends and engaging directly with frontline operations.

• Personallyleadhigh-priority customer escalations major incidents and operational challenges when necessary.

• Travel to regional offices to strengthen team engagement evaluate operations and support organizational development.

Professional Services & Customer Delivery

• Oversee global onboarding implementation and professional services delivery to ensure consistent execution and customer success.

• Monitor project health delivery milestones utilization and customer outcomes to proactively identify and mitigate delivery risks.

• Ensureaccurateforecasting resource planning and On-Time Delivery (OTD) across all services engagements.

• Partner closely with Sales Customer Success and Product organizations to accelerate customer time-to-value and improve adoption.

AI Automation & Operational Transformation

• Develop and execute the global vision for AI-enabled customer support intelligent automation and case deflection.

• Identifyopportunities to improve service efficiency through self-service workflow automation knowledge management and AI-powered support capabilities.

• Establish operational metrics that measure the effectiveness of automation initiatives while improving customer satisfaction and reducing operational costs.

• Continuously evaluate emerging technologies that enhance customer experience and employee productivity.

Global Partner & Service Delivery Strategy

• Develop and execute the global partner strategy for sparepartslogistics third-party technical support and field installation services.

• Evaluate onboard and manage regional service partners distributors and installation providers to ensure consistent global service quality.

• Negotiate and manage partner contracts service level agreements (SLAs) and performance expectations.

• Collaborate with supply chain and operations teams tooptimizespare parts forecasting inventory planning and global service availability.

• Personally manage strategic partner relationships executive business reviews contract renewals and performance improvement initiatives.

• Regularly assess build-versus-buy strategies for regional service delivery and recommend investments that improve customer outcomes and operational efficiency.

Operational Excellence & Cross-Functional Leadership

• Own global operational performance metrics including Customer Satisfaction (CSAT) Net Promoter Score (NPS) SLA attainment response times resolution times backlog healthutilization and time-to-value.

• Deliver executive reporting and operational insights thatidentifytrends risks and opportunities across all regions.

• Partner closely with Product Management and Engineering to prioritize product improvements based on customer feedback case analytics and recurring technical issues.

• Collaborate with Finance Human Resources Legal Sales and Customer Success to support strategic planning budgeting workforce management and global compliance.

• Champion continuous improvement initiatives that increase scalability improve customer outcomes and enhance operational efficiency.

Required Experience:

Senior IC