Director, Technical Experience in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Technical Experience based in the United States.
This is a senior leadership role focused on transforming how technical support is delivered through strategy, innovation, and large-scale operational excellence.
You will define and drive the long-term vision for a global Technical Support organization, ensuring it becomes a true differentiator in customer experience and operational performance.
The role sits at the intersection of customer experience, engineering collaboration, and AI-driven transformation, with responsibility for modernizing support delivery end-to-end.
You will lead initiatives that leverage automation, data, and emerging technologies to reduce resolution time and improve customer outcomes at scale.
This position requires close partnership with executive leadership across Product, Engineering, and Customer Success to align strategy and execution.
You will also oversee the development of high-performing teams while ensuring consistent delivery of SLAs, efficiency, and customer satisfaction.
This is a high-impact opportunity for a leader who thrives in building scalable systems, modernizing operations, and shaping the future of technical support.
- Define and lead the long-term vision and strategic roadmap for the Technical Support function, aligning with broader company CX and business objectives
- Drive transformation of support operations through AI, automation, and data-driven workflows to improve efficiency, reduce resolution time, and enhance customer experience
- Oversee global Technical Support operations, ensuring performance against KPIs such as SLAs, customer satisfaction, and operational efficiency
- Champion continuous improvement initiatives across support processes, tools, and systems to enable scalable and high-quality service delivery
- Serve as the executive escalation point for critical technical issues and high-impact customer situations, ensuring rapid resolution and stakeholder alignment
- Lead, develop, and inspire a multi-level organization of managers, senior managers, and individual contributors across Technical Support
- Partner closely with Product, Engineering, CX, and Sales leadership to align support strategy with company-wide priorities and customer needs
- Build and maintain strong executive relationships with key customers and stakeholders to ensure alignment, trust, and satisfaction
- Establish and monitor key performance metrics and reporting frameworks to guide strategic and operational decision-making
- Drive talent strategy for the function, including hiring, development, and retention of high-performing technical support teams
- 12+ years of relevant experience in technical support, customer support, or SaaS operations, including at least 5+ years in senior leadership roles
- Proven experience leading large-scale technical support or contact center organizations in complex, high-growth environments
- Strong background in SaaS customer support ecosystems, including familiarity with enterprise-grade support operations
- Demonstrated success in driving operational transformation initiatives, including automation, process redesign, or AI adoption in support functions
- Deep understanding of contact center technologies, ACD systems, and third-party integrations (e.g., workforce management tools, support platforms)
- Strong technical fluency with the ability to engage confidently with engineering and product teams on system-level discussions
- Exceptional leadership skills with experience managing multi-layered teams and developing future leaders
- Data-driven mindset with strong analytical skills to translate metrics into actionable operational improvements
- Excellent communication, executive presence, and stakeholder management skills in complex, cross-functional environments
- Strategic thinker with a strong bias toward execution, scalability, and continuous improvement
- Competitive executive compensation package with performance-based incentives
- Comprehensive medical, dental, and vision insurance coverage
- Flexible work arrangements supporting remote or hybrid collaboration
- Generous paid time off and flexible vacation policy
- Retirement savings plan with employer contributions (where applicable)
- Equity or stock-based compensation opportunities
- Learning, development, and leadership growth support programs
- Opportunity to lead enterprise-scale transformation in AI-driven customer support operations.