Director, Technical Experience
Core
Define and drive the long-term vision and strategic direction for the Technical Support function, aligning it with company-wide business objectives and CX goals.
Role type
Director of Technical Support
Builds
Scalable, AI-enhanced technical support services for enterprise customers
Domain
Customer Experience (CX) / Technical Support / SaaS
Deliverable
client delivery
Required skills
Strategic leadership, AI transformation, process optimization, executive stakeholder management, team development, performance metrics management, cross-functional collaboration
Preferred skills
Experience with intelligent triaging and virtual agents, knowledge of ACD and Workforce Management Systems, Computer Networking expertise, third-party software integrations
Responsibilities
Define and drive the long-term vision and strategic direction for the Technical Support function, Lead the AI transformation of the Technical Support function, Lead the Technical Support organization to achieve strategic and operational targets, Serve as the primary executive escalation point for critical technical issues, Lead, inspire, and develop a multi-level organization of senior managers, managers, and individual contributors, Foster and maintain trusted executive-level relationships with key customers, partners, and stakeholders
Seniority
Director, strategic leadership & team management
