This role owns the end-to-end Support operating model, driving efficiency through automation and AI requirements while coordinating execution with IT
Job Summary
This role owns the end-to-end Support operating model, driving efficiency through automation and AI requirements while coordinating execution with IT.
The position requires a strategic operator who can design the operating backbone for Customer Experience, moving from reactive task-driven models to proactive data-driven systems.
Candidates must have deep familiarity with support tooling, case routing, taxonomy, and workflow design to enable Support engineers to be more productive and reduce escalations.
Matching Summary
This role owns the end-to-end Support operating model, driving efficiency through automation and AI requirements while coordinating execution with IT.
Skills & Requirements
Must-have
10+ years customer support operations experience
5+ years leadership role in CX or Support
Designing operating cadences and rhythms
Knowledge management program maturation
AI-augmented content creation strategy
Cross-functional accountability without authority
Nice-to-have
Cybersecurity or security product domain experience
Player-coach orientation with data analysis skills
Experience with Coveo search tool adoption
Ability to translate business needs into technical solutions
Key Requirements
10+ years in B2B enterprise software or SaaS support operations
5+ years in a leadership role
Proven track record designing operating cadences
Experience building or maturing knowledge management programs
Deep familiarity with support tooling and automation