Director, Business Systems – Service Platform & Automation
Core
Director accountable for strategy, delivery, and operational excellence of mission-critical service platforms (Zendesk, Gainsight, custom apps, AI bots) supporting customer, back office, and support operations.
Role type
Director, Business Systems & AI Enablement
Builds
Intelligent service platforms, AI-driven automation, and modernized support workflows
Domain
Enterprise Service Management (ESM) & AI Operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Enterprise business systems leadership, AI solution scaling, SaaS platform ownership, systems integration, outcome-based KPI definition, vendor management, team leadership
Preferred skills
AI vision establishment, modernization strategy, executive communication
Technologies
Zendesk, Gainsight, Formscape, AI bots, automation frameworks
Responsibilities
Define and execute platform and AI enablement strategy aligned to business outcomes; Lead delivery of system enhancements, integrations, and modernization initiatives; Oversee implementation and optimization of AI capabilities (agent assist, conversational bots, workflow automation); Account for platform health, availability, and reliability; Act as strategic technology partner to business leaders; Manage vendor relationships and platform investment budgets; Build and lead a high-performing team across platform ownership and AI enablement
Seniority
Director, strategic leadership & team building
