Sr. Director, Support Intelligence & Transformation
Core
Transforming the Global Support organization into a proactive, intelligence-driven, AI-enabled customer operations function.
Role type
Sr. Director, Support Intelligence & Transformation
Builds
Scalable, proactive, and intelligence-driven customer operations operating model
Domain
Enterprise Safety / Critical Communications / Customer Support Operations
Deliverable
product features
Required skills
Operational intelligence frameworks, AI-enabled workflow design, workflow automation and orchestration, escalation governance, operational readiness planning, cross-functional alignment, telemetry analysis, service governance
Preferred skills
Customer experience intelligence, operational maturity initiatives, intelligent tooling evaluation
Technologies
AI tools, telemetry systems, automation platforms
Responsibilities
Establish and operationalize support intelligence frameworks; Develop visibility into escalation trends, customer risk indicators, and operational bottlenecks; Identify and implement AI-enabled operational workflows; Oversee escalation management functions and governance; Coordinate operational readiness for major releases and strategic initiatives
Seniority
Senior, strategic leadership & transformation
