Global Support Operations Leader - AI-Driven Transformation

Socotra, Inc.; Northern (KY); Hybrid; USD 150,000 - 200,000; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Job summary

Avalara is seeking a dynamic Senior Director, Global Support Operations to lead, transform, and scale our worldwide customer support. You will drive AI-enabled strategies, partner with product and engineering, and build a high-performance, data-driven support organization focused on proactive and intelligent customer experiences.

You will shape decisions at the executive level, embed digital thinking, and champion innovation in support across regions while ensuring exceptional customer outcomes

Qualifications

• 18+ years of progressive experience in customer support or customer success, with 10+ years in senior leadership roles.
• Proven track record transforming global support and implementing AI-based solutions.
• Strong executive presence and stakeholder management in a large matrix organization.
• Experience scaling and transforming support operations using data, automation, and AI technologies.

Responsibilities

• Define and execute a multi-year vision for global customer support operations aligned with company strategy.
• Lead AI-enabled initiatives, automation, and data-driven improvements to CSAT and resolution times.
• Oversee global support operations, ensuring SLA attainment and consistency across regions.
• Partner with product, engineering, and revenue teams to prioritize customer impact and feedback.

Skills

Executive leadership

AI & automation

Strategic planning

Cross-functional collaboration

Education

Bachelor's degree in business, technology, or related field

MBA preferred

ITIL/Lean certifications desirable

Tools

Salesforce Service Cloud

Zendesk

Job description

Avalara is seeking a dynamic Senior Director, Global Support Operations to lead, transform, and scale our worldwide customer support. You will drive AI-enabled strategies, partner with product and engineering, and build a high-performance, data-driven support organization focused on proactive and intelligent customer experiences.

You will shape decisions at the executive level, embed digital thinking, and champion innovation in support across regions while ensuring exceptional customer outcomes