Director of Support Services - Remote AI-Driven Operations Lead

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

Benefits offered by this job

3 weeks vacation and 5 personal days

Comprehensive Medical, Dental, and Vis

Employee stock ownership and RRSP/401k

Lifestyle rewards

Remote work and more!

Job summary

Cayenta, a division of Harris, is seeking a Director of Support Services to join its management team. The role leads the Support organization, drives operational excellence, and ensures delivery of services to our existing customers.

The position is remote and open to candidates in the US and Canada, with travel about 25%. Candidates must have a Bachelor's degree and 5+ years of management in customer or technical support, plus strong leadership and AI/automation experience.

Qualifications

• Bachelor's degree required.
• 5+ years of management in customer or technical support.
• Experience leading multi-level support teams.
• Strong leadership, organizational and communication skills.
• Experience driving ops improvements via metrics and processes.
• Experience with AI/automation is preferred.
• Utility/Billing exposure is an asset.

Responsibilities

• Direct and lead the Support team for proprietary software.
• Hire, coach, and evaluate Analysts, Team Leads and Managers.
• Identify opportunities to improve service delivery and efficiency.
• Manage escalations and ensure timely resolutions.
• Coordinate with R&D, Professional Services, Sales and other teams.
• Execute strategic initiatives with senior leadership.
• Document scalable processes and maintain SOPs.
• Drive continuous improvement with data-driven decisions.
• Monitor KPIs and report budgets, accruals, forecasts.
• Oversee billing collaboration with Finance.
• Adopt AI/automation to boost productivity and CX.
• Approve third-party invoices for renewals and new names.

Skills

Leadership

Communication

Problem-solving

Strategic thinking

Project management

Education

Bachelor's Degree

Tools

AI tools

Automation tools

Job description

Cayenta, a division of Harris, is seeking a Director of Support Services to join its management team. The role leads the Support organization, drives operational excellence, and ensures delivery of services to our existing customers.

The position is remote and open to candidates in the US and Canada, with travel about 25%. Candidates must have a Bachelor's degree and 5+ years of management in customer or technical support, plus strong leadership and AI/automation experience.