Director, Technical Experience
Core
Define and drive the long-term vision and strategic direction for the Technical Support function, leading its AI transformation and aligning it with company-wide business objectives and CX goals.
Role type
Director, Technical Support (Strategic Leadership & AI Transformation)
Builds
Scalable, AI-enhanced technical support operations and customer experience strategies
Domain
Customer Experience (CX) / Technical Support / SaaS
Required skills
Strategic leadership, AI transformation, process optimization, executive stakeholder management, team development, data-driven decision-making, SLA management, cross-functional collaboration
Preferred skills
AI-powered support tools (intelligent triaging, virtual agents), ACD and Workforce Management Systems, Computer Networking, third-party software integrations
Responsibilities
Define and execute high-level strategies to enhance support service delivery and operational efficiency; Lead the AI transformation of the Technical Support function; Lead, inspire, and develop a multi-level organization of senior managers and individual contributors; Serve as the primary executive escalation point for critical technical issues; Establish and report on KPIs measuring support effectiveness; Foster trusted executive-level relationships with key customers and stakeholders
Seniority
Director, strategic leadership & multi-level team management
