Americas Support Director: AI-Driven Ops & CX

Quorum Software; Town of Texas (WI); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Quorum Software is seeking a Senior Director, Americas Support Lead in Houston, TX, a hybrid role overseeing regional customer support with global alignment. The leader will guide cross-functional teams, implement AI-driven workforce changes, and drive performance in service levels and customer satisfaction.

The position emphasizes data-driven decision making, strategic collaboration with Engineering, Product, and executive leadership, and a commitment to delivering high-quality support at scale.

Qualifications

• 12+ years in customer support or customer success, with 5+ years in a leadership role.
• Proven success leading global, regional or multi-team support organizations with measurable improvements.
• Data-driven decision making with comfort analyzing SLO trends, CSAT data, and backlog metrics.

Responsibilities

• Manage day-to-day Americas support operations, aligning with global objectives.
• Lead a multi-tier management team across product lines and mentor managers.
• Drive workforce redesign and AI adoption across the organization.
• Ensure effective use of Salesforce, knowledge base, and AI-assisted tools for high-quality support.
• Own key metrics: SLO, CSAT, CSAT response rate, backlog aging.
• Deliver executive reporting and quarterly business reviews.

Skills

Leadership

Strategic thinking

Data-driven decisions

Communication

Customer focus

Cross-functional collaboration

AI adoption

Tools

Salesforce

SLO-based performance management

AI-assisted tooling

Job description

Quorum Software is seeking a Senior Director, Americas Support Lead in Houston, TX, a hybrid role overseeing regional customer support with global alignment. The leader will guide cross-functional teams, implement AI-driven workforce changes, and drive performance in service levels and customer satisfaction.

The position emphasizes data-driven decision making, strategic collaboration with Engineering, Product, and executive leadership, and a commitment to delivering high-quality support at scale.