Remote AI-Driven Support Services Director

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

Benefits offered by this job

3 weeks vacation 5 personal days

Medical, Dental, Vision benefits from

Employee stock ownership and RRSP/401k

Lifestyle rewards

Remote work

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization. This remote role emphasizes delivering exceptional customer service, scaling operations, and leveraging AI for efficiency.

The role requires strong leadership, 5+ years in management, and the ability to drive operational improvements across multiple teams. Travel as needed to client sites and conferences is expected.

Qualifications

• Bachelor's degree required.
• 5+ years of management in customer or technical support.
• Experience leading multi-level support organizations.
• Strong leadership, organizational and communication skills.
• Experience driving operational improvements via metrics & processes.
• Experience leveraging AI and automation to improve processes is a plus.
• Billing/utility domain experience is an asset.

Responsibilities

• Direct and lead the Support team for proprietary software.
• Hire develop, coach, and evaluate staff at all levels.
• Identify and implement opportunities to improve service delivery and efficiency.
• Manage escalations and ensure timely service recovery.
• Coordinate with R&D, Professional Services, Sales and other teams to resolve inquiries.
• Partner with VP to execute strategic initiatives for Support and Managed Services.
• Establish scalable processes to support growth and document procedures.
• Monitor key metrics and drive data-driven improvements.
• Meet and exceed KPIs and budgets; present monthly/annual updates.
• Collaborate with Finance on billings and accruals.

Skills

Leadership

Communication

Problem-solving

Strategic thinking

Education

Bachelor's Degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization. This remote role emphasizes delivering exceptional customer service, scaling operations, and leveraging AI for efficiency.

The role requires strong leadership, 5+ years in management, and the ability to drive operational improvements across multiple teams. Travel as needed to client sites and conferences is expected.