Director of Support & AI-Driven Customer Experience (Remote)

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

Benefits offered by this job

3 weeks vacation

Medical benefits

Employee stock ownership

RRSP/401k matching

Lifestyle rewards

Remote work

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization, drive operational excellence, and enhance customer experience. This remote role welcomes candidates in the US and Canada, with travel about 25%.

The role requires strong leadership and a track record of improving service delivery and efficiency. The successful candidate will manage escalations, collaborate with R&D, Sales, and Finance, and implement scalable processes to support growth,

Qualifications

• 5+ years of management experience in a customer support or technical support environment.
• Demonstrated experience leading managers and multi-level support organizations.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives.
• Experience leveraging AI and automation to improve business processes is preferred.
• Utility/Billing 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, operational efficiency, and customer value.
• Manage and delegate customer escalations, when necessary, ensuring timely service recovery and resolution.
• Liaise between customers, R&D, Professional Services, Sales, and other internal teams to resolve support and service inquiries.
• Partner with the Vice President to execute strategic initiatives for the Support and Managed Services organizations.
• Establish, document, and maintain scalable operational processes to support business growth.
• Monitor and report on key operational metrics and drive continuous improvement through data-driven decision making.
• Meet and exceed company metrics (Accounts Receivable, Customer Service Ratios, and other operational KPIs).
• Prepare monthly and annual updates for budgets, accruals, and forecasts.
• Collaborate with the Finance Department to prepare annual and monthly billings for the customer base.
• Develop and maintain operational documentation, knowledge management practices, and standard operating procedures.
• Continually seek opportunities to improve customer experience and expand service offerings.
• Lead the adoption of AI and automation to improve team productivity, customer experience, and operational efficiency.
• Approve and track third-party invoices for Maintenance renewals and new name sales.
• Manage employee expense approvals.
• Experience working with senior leadership, both internal and external.
• Travel to customer sites, conferences, and company meetings as required.

Skills

Leadership

People management

Customer support

Problem solving

Data-driven decisions

Education

Bachelor's Degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization, drive operational excellence, and enhance customer experience. This remote role welcomes candidates in the US and Canada, with travel about 25%.

The role requires strong leadership and a track record of improving service delivery and efficiency. The successful candidate will manage escalations, collaborate with R&D, Sales, and Finance, and implement scalable processes to support growth,