Director of Support Operations & AI Innovation

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

Benefits offered by this job

3 weeks vacation

5 personal days

Medical, Dental, Vision

Employee stock ownership

RRSP/401k matching

Lifestyle rewards

Remote work

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to join its management team. This remote role welcomes candidates in the US and Canada, with travel about 25% to client sites and conferences.

The director will lead the Support organization, drive operational excellence, improve the customer experience, and ensure successful delivery of support services to our customers. Salary range is 90K–120K with AI/innovation mindset and ongoing focus on scalable processes, metrics, and

Qualifications

• Bachelor's degree required.
• 5+ years of management experience in a customer or technical support environment.
• Proven ability to lead multi-level support organizations and managers.
• Strong leadership, organization, communication, and problem-solving skills.
• Experience driving operational improvements via metrics and processes.
• Experience leveraging AI/automation to improve business processes is preferred.
• 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 and customer value.
• Manage and delegate customer escalations to ensure timely resolution.
• Coordinate with R&D, Professional Services, Sales, and internal teams to resolve inquiries.
• Collaborate with Finance to handle billing and budgets.
• Develop and maintain operational documentation and SOPs.
• Lead AI/adoption to improve productivity and CX.

Skills

Leadership

Communication

Problem solving

Operational improvements

AI & automation

Management experience

Billing experience

Education

Bachelor's Degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to join its management team. This remote role welcomes candidates in the US and Canada, with travel about 25% to client sites and conferences.

The director will lead the Support organization, drive operational excellence, improve the customer experience, and ensure successful delivery of support services to our customers. Salary range is 90K–120K with AI/innovation mindset and ongoing focus on scalable processes, metrics, and