Director of Support Services — AI-Driven, Remote

Harris Computer; New York (NY); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

3 weeks vacation & 5 personal days

Medical, Dental, Vision benefits

Employee stock ownership and 401k/RRSP

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 improve customer experience. This remote role supports candidates in the US and Canada with travel ~25% to client sites and events.

Requirements include 5+ years of management experience in a customer/support environment and a Bachelor's degree. This role offers competitive compensation and comprehensive benefits.

Qualifications

• Bachelor's degree required.
• 5+ years of management experience in a customer support or technical support environment.
• Experience leading managers and multi-level support organizations.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience driving operational improvements through metrics and process optimization.
• Experience leveraging AI and automation to improve business processes is a plus.
• Utility/Billing experience is a plus.

Responsibilities

• Direct and 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, ensuring timely service recovery and resolution.
• Liaise between customers, R&D, Professional Services, Sales, and other internal teams to resolve support inquiries.
• Partner with the VP to execute strategic initiatives for the Support and Managed Services organizations.
• Establish, document, and maintain scalable operational processes to support growth.
• Monitor and report on key operational metrics and drive data-driven improvements.
• Meet and exceed company metrics and prepare budgets, accruals, forecasts.
• Collaborate with Finance to prepare billings for the customer base.
• Develop and maintain operational documentation and standard operating procedures.
• Lead adoption of AI and automation to boost productivity and customer experience.
• Approve and track third-party invoices for Maintenance renewals and new name sales.
• Manage employee expense approvals.
• Travel to customer sites and conferences as required.

Skills

Leadership

People management

Communication

Problem solving

AI automation

Education

Bachelor's degree

Tools

AI tools

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization, drive operational excellence, and improve customer experience. This remote role supports candidates in the US and Canada with travel ~25% to client sites and events.

Requirements include 5+ years of management experience in a customer/support environment and a Bachelor's degree. This role offers competitive compensation and comprehensive benefits.