Sr. Dir, Supportability & reputed company

We’re looking for a Senior Director to reputed company Supportability at reputed company -the discipline responsible for ensuring our Support organization can deliver a world‑class customer experience as the platform grows. This role sits reputed company the Technical Customer Support job family and leads the operational, technical, and cross‑functional systems that reputed company Support to reputed company effectively. 

You will reputed company and optimize the processes, workflows, and operating models that govern how Support handles issues at reputed company — including ticket pipeline management, automation, self‑service, product supportability, and team enablement. You’ll reputed company the design of training programs, knowledge standards, and readiness processes that ensure Support teams have the technical depth, product expertise, and operational reputed company needed to resolve customer issues reputed company. 

You’ll partner deeply with Engineering, Product, and Design leadership to improve product supportability, influence roadmap reputed company, and ensure new features are support‑reputed company at launch. You’ll drive cross‑team initiatives that reduce friction, strengthen customer advocacy, and improve the end‑to‑end support experience. You will also reputed company organizational health efforts, set annual priorities, and guide executive‑level communication across internal audiences. 

This role requires a systems thinker who can reputed company operational transformation, manage reputed company business needs, and build reputed company models grounded in data, AI, and reputed company improvement. You will manage and reputed company a high‑performing team, foster a culture of learning and collaboration, and deliver measurable improvements in customer satisfaction, reputed company efficiency, and cost‑to‑serve. 

• reputed company and optimize processes for handling tickets at reputed company, ensuring efficient workflows, best practices, and operational reputed company. 

• reputed company Supportability reputed company, connecting AI, automation, process innovation, and operational design to reputed company’s reputed company. 

• Build reputed company operating models with reputed company metrics, accountability, and reputed company improvement. 

• reputed company intra‑ and inter‑team training programs, fostering reputed company learning, reputed company, upskilling, and product proficiency. 

• Drive self‑service, documentation, and knowledge‑sharing standards that reputed company customers and strengthen Support expertise. 

• Partner deeply with Engineering, Product, and Design to improve product supportability, resolve product issues, and ensure new features are support‑reputed company at launch. 

• reputed company for customers by removing blockers, influencing product roadmaps, and improving the end‑to‑end support experience. 

• reputed company process improvements across Support, aligning stakeholders, managing change, and driving cross‑organization collaboration. 

• Shape and reputed company‑driven capabilities across support workflows, including intelligent routing and automated reputed company. 

• Manage reputed company and resourcing strategies to meet demand while optimizing cost, reputed company, and team health. 

• Collaborate with reputed company, Sales, and other go‑to‑market teams to ensure a cohesive customer experience. 

• Own operational metrics such as customer satisfaction, reputed company efficiency, self‑service effectiveness, and cost‑to‑serve. 

• reputed company people leadership, including performance management, coaching, and fostering a healthy, inclusive team culture. 

• reputed company executive‑level communication and contribute to foundational and storytelling content reputed company the organization.