Director of Global Support & Service Excellence (Remote)

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

Benefits offered by this job

3 weeks vacation

Medical, Dental, Vision benefits

Employee stock ownership

RRSP/401k matching

Remote work

Job summary

Cayenta, a division of Harris, is seeking a Director of Support Services to join its management team in a remote-capable role across the US and Canada. The director will lead the Support organization, drive operational excellence, improve customer experience, and ensure successful delivery of support services to our existing customer base.

This role requires travel about 25%, a strong customer focus, and the ability to collaborate with R&D, Professional Services, Sales, and Finance to optimize

Qualifications

• Bachelor's degree required.
• 5+ years of management in a customer or technical support environment.
• Experience leading multi-level support organizations.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience driving operational improvements through metrics and processes.
• Experience with AI and automation is preferred.
• Billing/Utility experience is an asset.

Responsibilities

• Direct/lead the Support team for proprietary software.
• Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers.
• Identify and implement opportunities to improve service delivery and efficiency.
• Manage and delegate customer escalations, ensuring timely service recovery.
• Liaise between customers, R&D, Professional Services, Sales, and internal teams.
• Partner with VP to execute strategic initiatives for Support and Managed Services.
• Establish scalable operational processes to support growth.
• Monitor and report key metrics and drive data-driven improvements.
• Meet and exceed company metrics and budgeting/outlook responsibilities.
• Collaborate with Finance on billings and revenue forecasting.
• Develop and maintain operational documentation and SOPs.
• Seek opportunities to improve customer experience and expand services.
• Lead adoption of AI and automation to boost productivity and CX.
• Approve and track third-party invoices for maintenance and name changes.
• Manage employee expense approvals.
• Work with senior leadership internally and externally.
• Travel to customer sites, conferences, and company meetings as required.

Skills

Leadership

Project management

Data-driven decisions

Communication

Problem solving

Education

Bachelor's degree

Job description

Cayenta, a division of Harris, is seeking a Director of Support Services to join its management team in a remote-capable role across the US and Canada. The director will lead the Support organization, drive operational excellence, improve customer experience, and ensure successful delivery of support services to our existing customer base.

This role requires travel about 25%, a strong customer focus, and the ability to collaborate with R&D, Professional Services, Sales, and Finance to optimize