Remote AI-Driven Director of Support Services

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

Benefits offered by this job

3 weeks vacation

Comprehensive Medical, Dental, and Vis

Employee stock ownership and RRSP/401k

Remote work and more!

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization and deliver exceptional service to existing customers. The role emphasizes customer focus, operational excellence, and cross-functional collaboration, with a remote-friendly setup across the US and Canada and travel as needed.

The role requires strong leadership and 5+ years of management in customer support, plus experience with metrics-driven improvements and AI/automation initiatives to boost

Qualifications

• 5+ years of management experience in a customer support or technical support environment.
• Demonstrated experience leading managers and multi-level support organizations.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives.
• Experience leveraging AI and automation to improve business processes is preferred.

Responsibilities

• Direct/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, when necessary, ensuring timely service recovery and resolution.
• Liaise between customers, R&D, Professional Services, Sales, and other internal teams to resolve support and service inquiries.
• Partner with the Vice President to execute strategic initiatives for the Support and Managed Services organizations.
• Establish, document, and maintain scalable operational processes to support business growth.
• Monitor and report on key operational metrics and drive continuous improvement through data-driven decision making.

Skills

Leadership

Strategic thinking

People management

Communication

Problem-solving

AI/Automation experience

Customer support experience

Metrics-driven

Education

Bachelor's Degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization and deliver exceptional service to existing customers. The role emphasizes customer focus, operational excellence, and cross-functional collaboration, with a remote-friendly setup across the US and Canada and travel as needed.

The role requires strong leadership and 5+ years of management in customer support, plus experience with metrics-driven improvements and AI/automation initiatives to boost