Sr. Director, Support Intelligence & Transformation

1 month ago
Full-time
Executive
Customer and Technical Support
Everbridge

Everbridge

Everbridge provides a comprehensive software platform that automates and enhances organizations' responses to critical events, ensuring the safety of individuals and the continuity of business operations during emergencies such as natural disasters, cy...

Internet Software & Services
1K-5K
Founded 2002

Description

  • Establish and operationalize support intelligence frameworks across the organization.
  • Build visibility into escalation trends, customer risk indicators, operational bottlenecks, supportability concerns, and release readiness signals.
  • Partner with analytics resources to drive telemetry-informed operational decisions and customer experience intelligence initiatives.
  • Identify, implement, and improve AI-enabled workflows, automation opportunities, and workflow orchestration across support operations.
  • Oversee escalation management, escalation governance, ownership models, and response processes.
  • Coordinate operational readiness for major releases, customer-impacting events, and strategic initiatives.
  • Drive post-incident operational reviews and continuous improvement efforts with Product and Engineering.
  • Partner with Product, Engineering, CX, TAM, and Enablement teams on release readiness, operational alignment, and customer feedback loops.
  • Oversee support tooling and systems optimization to improve scalability, standardization, and operational maturity.
  • Lead and mentor operational support functions, fostering accountability, innovation, and proactive customer advocacy.

Requirements

  • 7+ years of experience in technical support, support operations, customer operations, service management, or operational transformation leadership.
  • Experience leading operational transformation initiatives within SaaS or enterprise software environments.
  • Strong understanding of AI-enabled operational workflows, automation, or operational intelligence models.
  • Experience with support telemetry, escalation governance, workflow orchestration, and operational analytics.
  • Experience partnering cross-functionally with Product, Engineering, CX, and customer-facing organizations.
  • Strong analytical, operational, and systems-thinking capabilities.
  • Ability to influence organizational change through collaboration, operational leadership, and data-driven decision making.
  • Experience scaling support organizations through operational maturity, tooling optimization, and intelligent automation.

Benefits

  • Salary range of $174,000 to $220,000 per year, with potential variable compensation.
  • Remote/home-based role anywhere in the United States.
  • Healthcare and dental benefits.
  • Parental planning and mental health benefits.
  • Disability income, life insurance, and AD&D insurance.
  • 401(k) plan with company match.
  • Paid time off.
  • Fitness reimbursements.

Interested in this position?

Apply directly on the company website

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