Director, Operations - Product & Software Support
Core
Lead, mentor, and manage support analysts to establish processes, monitor ticket queues, and ensure timely resolution of customer issues for software and product support.
Role type
Senior IC operations director (product & software support)
Builds
Support operations, incident resolution workflows, and customer satisfaction metrics
Domain
Transportation industry + software support operations
Deliverable
dashboards & analysis
Required skills
Team leadership, incident management, SLA compliance, process improvement, stakeholder communication, root cause analysis, resource allocation, performance metrics tracking, documentation management, escalation coordination
Preferred skills
Government/transportation system support, SaaS/cloud system support, ITIL principles, Jira/Azure DevOps/ServiceNow, SDLC knowledge, metrics dashboard creation, project management, service management certifications
Technologies
Jira, Azure DevOps, ServiceNow
Responsibilities
Lead and mentor support analysts, establish and enforce support processes, monitor ticket queues and SLA compliance, conduct daily analysis of support incidents, serve as primary escalation point, facilitate communication between customers and engineering teams, track and improve support KPIs, develop support documentation, coordinate root cause analysis, identify recurring issues for long-term solutions, support software releases and deployments, participate in operational governance meetings, assist with staffing plans and workload forecasting
Seniority
Director, strategic leadership & team management