Head of AI-Driven Support & Service Delivery

Harris Computer; Massachusetts; 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

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization, driving operational excellence and enhancing the customer experience for our existing customer base. This remote role requires travel approx. 25% and collaboration across R&D, Professional Services, and Sales.

The successful candidate will lead a team of Analysts, Team Leads, and Managers with a strong customer focus and a track record of delivering high-quality support services.

Qualifications

• Bachelor's degree required.
• 5+ years of management experience in customer or technical support.
• Experience leading managers and multi-level support teams.
• Strong leadership, organizational, communication and problem-solving skills.
• Experience using metrics and process improvements to drive operations.
• Preference for experience with AI/automation in business processes.

Responsibilities

• Lead the Support team for proprietary software.
• Coach and evaluate Support Analysts, Team Leads and Managers.
• Improve service delivery and customer value through operational changes.
• Manage escalations and ensure timely resolutions.
• Collaborate with internal teams to resolve inquiries.
• Drive AI adoption to boost productivity and customer experience.
• Oversee budgets, accruals, and forecasts for the unit.
• Monitor KPIs and report on performance metrics.

Skills

Leadership

Team management

Customer focus

Operational excellence

AI adoption

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, driving operational excellence and enhancing the customer experience for our existing customer base. This remote role requires travel approx. 25% and collaboration across R&D, Professional Services, and Sales.

The successful candidate will lead a team of Analysts, Team Leads, and Managers with a strong customer focus and a track record of delivering high-quality support services.