Director of AI-Driven Support Operations

Harris Computer; Rhode Island; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Three weeks vacation

Medical, dental, vision benefits

Employee stock ownership

RRSP/401k matching

Remote work

Lifestyle rewards

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to lead our Support organization and drive operational excellence. This remote role welcomes candidates in Canada and the US with travel ~25%. The role requires a customer-focused leader to improve experience and ensure successful delivery to our diverse customer base.

The Director will build teams, set processes, manage escalations, and collaborate with R&D, Sales, and Finance to optimize service delivery and growth.

Qualifications

• Bachelor's degree required.
• 5+ years in a customer support or technical support leadership role.
• Experience managing managers and multi-level support teams.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience applying metrics and process improvements to operations.
• AI and automation experience is preferred.
• Utility or billing domain experience is a plus.

Responsibilities

• Direct and lead the Support team for proprietary software.
• Develop, coach, and evaluate Support Analysts, Team Leads, and Managers.
• Improve service delivery and customer value through operational efficiency.
• Manage escalations ensuring timely service recovery.
• Collaborate with R&D, Professional Services, Sales and other internal teams.
• Partner with VP to execute strategic initiatives for the Support and Managed Services groups.
• Establish scalable operational processes to support growth.
• Monitor key metrics and drive data-driven improvements.
• Prepare budgets, accruals, and forecasts monthly and annually.
• Oversee billings with Finance; approve third-party invoices.
• Travel to customer sites, conferences, and meetings as required.

Skills

Leadership

Communication

Problem solving

Data-driven

AI & automation

Education

Bachelor's Degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to lead our Support organization and drive operational excellence. This remote role welcomes candidates in Canada and the US with travel ~25%. The role requires a customer-focused leader to improve experience and ensure successful delivery to our diverse customer base.

The Director will build teams, set processes, manage escalations, and collaborate with R&D, Sales, and Finance to optimize service delivery and growth.