Americas Support Director: AI-Driven Ops & Leadership

Quorum Business Solutions; Houston (TX); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Quorum Software in Houston is seeking a Senior Director, Americas Support Lead to oversee and continuously improve customer support for the Americas. This hybrid role partners with Engineering, Product, and leadership to drive strategic regional initiatives and deliver exceptional support experiences.

The ideal candidate has 12+ years in support with 5+ years in leadership, demonstrated success in global or regional teams, and a strong track record of implementing AI-driven improvements and

Qualifications

• 12+ years in customer support or customer success.
• 5+ years in leadership roles managing managers.
• Proven success leading global, regional or multi-team support organizations.
• Ability to lead teams through organizational change, including workforce redesign, automation adoption, or technology transformation.
• Strategic mindset with the ability to translate company-wide priorities into regional execution plans.
• Data-driven approach to decision-making, with comfort analyzing SLO trends, CSAT data, and backlog metrics.
• Excellent communication and interpersonal skills to collaborate across Support, Engineering, Product, and executive leadership.
• Customer-focused with a commitment to delivering empathetic, high-quality support at scale.

Responsibilities

• Oversee day-to-day support operations across the Americas region.
• Collaborate with Engineering, Product and cross-functional leadership to align regional initiatives with company-wide goals and roadmaps.
• Represent NA Support in executive-level forums and cross-functional planning conversations.
• Lead, mentor, and develop a multi-tier support management team across multiple product lines.
• Drive accountability and performance across the management layer; coach managers.
• Oversee recruitment, onboarding, and ongoing development for a skilled workforce.
• Lead AI adoption and workforce redesign initiatives; close knowledge gaps with data.
• Own KPIs: SLO, CSAT, CSAT response rate, backlog aging; ensure high-quality resolution speed.

Skills

Customer support leadership

Leadership impact

Change management

Strategic thinking

Data-driven

Communication

Customer focus

Tools

Salesforce

SLO frameworks

AI-assisted tooling

Job description

Quorum Software in Houston is seeking a Senior Director, Americas Support Lead to oversee and continuously improve customer support for the Americas. This hybrid role partners with Engineering, Product, and leadership to drive strategic regional initiatives and deliver exceptional support experiences.

The ideal candidate has 12+ years in support with 5+ years in leadership, demonstrated success in global or regional teams, and a strong track record of implementing AI-driven improvements and