Director, Technical Experience

Intradiem; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Intradiem is seeking a senior leader to define the long-term vision for Technical Support, driving strategic initiatives to improve service delivery and scalability. You will champion AI-powered tools, partner with CX, Product, and Engineering, and lead a multi-level team to achieve top-tier customer outcomes.

You will oversee performance metrics, recruiting, and cross-functional programs while maintaining Intradiem's high standards for collaboration and innovation in a fast-paced environment.

Qualifications

• Bachelor-level degree in a technical field or equivalent experience.
• 12+ years in related roles with at least 5+ years in senior leadership.
• Proven track record in strategic leadership and execution in tech support.
• Experience with AI-powered support tools and transformations is a plus.

Responsibilities

• Define and drive the long-term vision and strategy for Technical Support.
• Develop high-level plans to improve service delivery, efficiency, and scalability.
• Champion adoption of best practices and emerging technologies.
• Lead AI transformation to reduce resolution time and elevate interactions.
• Collaborate with executives to align support with company priorities.
• Direct the organization to meet SLA, CSAT, and efficiency goals.
• Drive process improvements using data-driven insights and automation.
• Serve as executive escalation point for critical issues and key customers.
• Oversee KPIs, talent development, and cross-functional collaboration.

Skills

Strategic leadership

Executive communication

Stakeholder engagement

Data-driven decisions

Team leadership

AI in support

Education

Bachelor's Degree in Computer Science, Engineering, Mathematics, or equivalent experience

Tools

ACD systems

Workforce Management (WFM)

CRM integrations

Job description

Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.

Who We Are

Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.

What We Do

Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.

How We Work

We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.

Our Culture

We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.

Our Values

We Encourage Our Employees To Contribute Time And Energy To Causes That Help Improve The People And Communities In Which They Live And Work. We Are Guided By Three Core Values

Servant's Heart

We believe in caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.

Craftsman's Attitude

We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).

Growth Mindset

We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.

Your Role

• Define and drive the long-term vision and strategic direction for the Technical Support function, aligning it with company-wide business objectives and CX goals.
• Develop and execute high-level strategies to enhance support service delivery, operational efficiency, and scalability—positioning Technical Support as a competitive differentiator.
• Champion innovation and adoption of best practices within technical support processes, leveraging emerging technologies and industry trends to maintain market leadership.
• Lead the AI transformation of the Technical Support function—identifying and implementing AI-powered tools, automation, and workflows that reduce resolution time, deflect volume, and elevate the quality of customer interactions.
• Collaborate closely with executive leadership to integrate Technical Support strategies with overall company direction and priorities.
• Lead the Technical Support organization to achieve strategic and operational targets, including SLA performance, customer satisfaction, and efficiency metrics.
• Drive continuous improvement in support delivery processes with a focus on quality, efficiency, scalability, and reduced customer effort—leveraging AI and data-driven insights to proactively identify gaps and optimize outcomes.
• Serve as the primary executive escalation point for critical technical issues and high-stakes customer engagements, ensuring rapid and effective resolution.
• Establish, oversee, and report on key performance indicators (KPIs) that measure the effectiveness and efficiency of technical support services.
• Lead, inspire, and develop a multi-level organization of senior managers, managers, and individual contributors within Technical Support.
• Oversee recruitment, development, and retention of top technical talent, fostering a culture of high performance, accountability, and continuous professional growth.
• Promote a culture of collaboration within Technical Support and across CX, Product, Engineering, and Sales functions.
• Act as the primary executive point of contact for key customer relationships within the Technical Support domain, ensuring needs and expectations are consistently met and exceeded.
• Foster and maintain trusted executive-level relationships with key customers, partners, and stakeholders.
• Collaborate with Customer Success, Sales, Product, and Engineering to drive cross-functional initiatives and ensure seamless platform support.
• Ensure all Technical Support activities comply with Intradiem policies, procedures, and relevant regulatory requirements.
• Conduct all business in accordance with Intradiem's policies and procedures.
• Perform all other duties as assigned.

Your Background

• Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience.
• Typically requires a minimum of 12+ years of related experience, with 5+ years in a senior leadership role managing technical teams.
• Proven track record in strategic leadership and execution within a technical support environment.
• Deep technical acumen with substantial experience in Customer Support and Software as a Service (SaaS) environments.
• Demonstrated experience driving large-scale innovation and process optimization initiatives across multi-team organizations.
• Familiarity with AI-powered support tools (e.g., intelligent triaging, virtual agents, AI-assisted resolution, predictive analytics); experience leading or participating in an AI transformation initiative within a support or CX organization is a plus.
• Exceptional executive leadership skills with a proven ability to develop and lead high-performing, multi-level teams.
• Excellent communication, negotiation, and presentation skills, with the ability to influence and engage senior stakeholders and executive leadership.
• Strong strategic thinking and analytical skills, with a data-driven approach to decision-making.
• In-depth knowledge of multiple ACD, Workforce Management Systems, and third-party software integrations in a Contact Center environment is preferred.
• Experience in Computer Networking is preferred.
• Experience working with third-party software integrations in a contact center environment is preferred.

Work Authorization

Candidates must have the legal right to work in the country where the role is based at the time of application. Verification of identity and employment eligibility will be required during onboarding.

Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.