Remote Director of Support Services & AI-Driven Excellence

Harris Computer; Maryland; Teletrabalho; USD 90 000 - 120 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

3 weeks vacation

Medical, Dental, Vision benefits

Employee stock ownership

RRSP/401k matching

Lifestyle rewards

Remote work

Resumo da oferta

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization and drive operational excellence for our customers. The role is remote across the US and Canada, with travel ~25% to client sites and conferences.

The successful candidate will have 5+ years of management experience in customer/support environments, strong leadership and data-driven decision making, and the ability to collaborate with R&D, Professional Services, and Sales teams.

Qualificações

• Bachelor's degree required or equivalent.
• 5+ years of management experience in customer or technical support.
• Proven ability to lead managers and multi-level teams.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience driving operational improvements via metrics and processes.
• Experience with AI/automation to improve business processes is preferred.

Responsabilidades

• Direct/lead the Support team for proprietary software.
• Select, coach, and evaluate Support Analysts and Managers.
• Identify opportunities to improve service delivery and efficiency.
• Manage escalations and ensure timely resolution.
• Collaborate with internal teams (R&D, Professional Services, Sales) to resolve inquiries.
• Execute strategic initiatives with senior leadership.
• Maintain scalable operational processes and KPIs.
• Oversee budgets, accruals, and forecasts; coordinate billings.
• Develop knowledge management and SOPs; drive customer experience improvements.
• Lead AI and automation adoption to boost productivity and efficiency.

Conhecimentos

Leadership

People management

Customer focus

Metrics-driven

Formação académica

Bachelor's Degree

Descrição da oferta de emprego

Cayenta, a division of Harris, seeks a Director of Support Services to lead the Support organization and drive operational excellence for our customers. The role is remote across the US and Canada, with travel ~25% to client sites and conferences.

The successful candidate will have 5+ years of management experience in customer/support environments, strong leadership and data-driven decision making, and the ability to collaborate with R&D, Professional Services, and Sales teams.