Director of Support Ops (Remote) | AI-Driven Service

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

Benefits offered by this job

Vacation time

Personal days

Benefits package

401k match / Equity

Remote work

Job summary

Cayenta, a division of Harris, is seeking a Director of Support Services to join its management team. This remote role invites candidates in the US and Canada, with approximately 25% travel.

The director will lead the Support organization, drive operational excellence, and improve the customer experience for our software customers. Responsibilities include coaching and evaluating managers, optimizing service delivery, and partnering with VP and Finance to manage budgets, KPIs, and billing.

Qualifications

• Bachelor's Degree.
• 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

Operations metrics

Cross-functional collaboration

AI/Automation experience

Education

Bachelor's Degree

Job description

Cayenta, a division of Harris, is seeking a Director of Support Services to join its management team. This remote role invites candidates in the US and Canada, with approximately 25% travel.

The director will lead the Support organization, drive operational excellence, and improve the customer experience for our software customers. Responsibilities include coaching and evaluating managers, optimizing service delivery, and partnering with VP and Finance to manage budgets, KPIs, and billing.