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.
• Personally lead high-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.
• Ensure accurate forecasting, 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.
• Identify opportunities 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 spare parts logistics, 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 to optimize spare 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 health, utilization, and time-to-value.
• Deliver executive reporting and operational insights that identify trends, 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.