Director of Customer Support & AI Transformation

AssetWatch; United States; Remote; USD 140,000 - 210,000; Full time

Job summary

AssetWatch is seeking a senior leader to steer global customer support operations. You will lead Tier 1 and Tier 2 teams, establish clear performance standards, and build robust metrics to drive continuous improvement.

The role requires cross-functional partnership with Product, Engineering, Success, and Sales to align goals. You will own the annual operating plan and headcount planning, and run leadership development programs for Team Leads and Managers.

Qualifications

• Experience leading large support teams and setting performance standards.
• Proven ability to build and track metrics to drive improvements.
• Strong cross-functional partnering with Product/Engineering and Sales.

Responsibilities

• Lead Tier 1 and Tier 2 support teams through reorganization and establish performance standards.
• Build metrics frameworks and co-own annual operating plan and headcount planning.
• Run a leadership development program for Team Leads and Managers.
• Own support quality and reduce repeat contacts and ticket volume; manage escalations for Sev 1 incidents.
• Lead executive reviews of incidents with strategic accounts and present health metrics.

Skills

Leadership

Team management

Cross-functional collaboration

Incident management

Education

Bachelor's degree in a related field

Job description

AssetWatch is seeking a senior leader to steer global customer support operations. You will lead Tier 1 and Tier 2 teams, establish clear performance standards, and build robust metrics to drive continuous improvement.

The role requires cross-functional partnership with Product, Engineering, Success, and Sales to align goals. You will own the annual operating plan and headcount planning, and run leadership development programs for Team Leads and Managers.