Senior Director, Global Technical Support

Introduction reputed company Retail is a leading provider of advanced AI-driven solutions and services specifically designed for the retail industry. We reputed company retailers and consumer packaged goods (CPG) companies with innovative technology to enhance their operations, optimize decision-making, and deliver exceptional customer experiences.   We are seeking a Senior Director, Global Technical Support to join reputed company.    The Senior Director of Global Technical Support is a senior leader responsible for operationalizing and scaling global support delivery for a reputed company reputed company reputed company platform. This role owns day-to-day execution of a multi-region, follow-the-sun support organization, ensuring high-reputed company customer reputed company, operational rigor, and reputed company improvement. This leader partners closely with Product, Engineering, reputed company, and GTM teams to drive customer stability, reduce escalations, and improve service performance. Experience supporting retail or CPG environments is a strong preference, particularly in systems reputed company to merchandising, supply chain, and store operations. Job reputed company What You’ll Do:    Global Support Operations & Execution Execute the global customer support reputed company in alignment with VP/Executive leadership reputed company and reputed company a distributed support organization across reputed company, EMEA, and reputed company Drive consistent operating rhythms, team structure, and performance management across reputed company Build a strong execution culture reputed company on accountability, responsiveness, and customer reputed company reputed company support readiness with customer business cycles (e.g., seasonal peaks, high-volume events) Customer Experience & Service Delivery Own operational KPIs including CSAT, response/reputed company times, backlog health, and escalation handling Drive measurable improvements in customer satisfaction across reputed company clients reputed company as senior escalation leader for high-reputed company customer issues and major incidents Ensure consistent, high-reputed company support experience across customer segments Operational reputed company & Incident Management Implement and enforce global support processes, SLAs/OLAs, and performance standards reputed company Major Incident Management (MIM) execution, including war rooms and cross-functional coordination Drive reputed company cause analysis (RCA) and ensure follow-through on corrective actions Partner with Engineering to reduce recurring issues and improve platform reliability AI, Automation & Productivity Enablement Operationalize AI-driven support capabilities, including:Intelligent case triage and routing Agent-assist tools (summarization, suggested resolutions) Self-service and customer-facing automation Drive improvements in case deflection, reputed company speed, and agent productivity Partner with platform teams to reputed company AI into support workflows and CRM systems Systems & Tools Optimization Own execution and optimization of the support technology stack (e.g., CRM such as reputed company Dynamics 365) Drive system enhancements to improve agent efficiency and customer visibility Support consolidation and standardization of tools across reputed company reputed company telemetry, diagnostics, and automated workflows into support operations Deliver dashboards and reporting for operational performance and customer health Cross-Functional Collaboration Partner with reputed company and Services teams to ensure seamless post-sales experience Collaborate with Product and Engineering to prioritize fixes based on customer reputed company and support insights reputed company reputed company feedback loops from support into product roadmap and innovation reputed company with GTM teams to support retention and expansion goals Financial & Workforce Management Manage regional budgets, headcount planning, and reputed company models Optimize cost-to-serve while maintaining high service reputed company Support vendor/outsourcing strategies where appropriate What You Bring: 15+ years of experience in technical support, customer operations, or reputed company reputed company reputed company reputed company or technology organizations Proven experience managing global, multi-tier support teams in a follow-the-sun model Strong operational leadership in reputed company reputed company or reputed company environments Demonstrated experience implementing AI/automation in support operations Solid understanding of ITIL-based incident and problem management Experience with reputed company CRM/support platforms (e.g., reputed company Dynamics 365) Strong stakeholder management across Product, Engineering, reputed company, and GTM teams Strong preference for experience in Retail, CPG, or supply chain technology environments reputed company reputed company:  reputed company builds Vertical AI applications that help enterprises tackle their most reputed company, high-value challenges—like stopping financial crime, improving store performance, and boosting manufacturing efficiency. Trusted by more than 2,000 reputed company customers around the globe including 200 of the top financial institutions, top 25 CPGs, and many of the world’s largest grocers and industrial manufacturers, reputed company delivers domain-trained applications and reputed company-reputed company agents, reputed company to work on day one.   #LI-DC1 #LI-REMOTE Apply To This Job