Remote Director of Support Services: AI-Driven Ops Leader

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

Benefits offered by this job

3 weeks vacation

Benefits starting from day one

Employee stock ownership

RRSP/401k matching

Lifestyle rewards

Remote work

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to join the management team and lead the Support organization. The role focuses on driving operational excellence, enhancing customer experience, and ensuring successful delivery of support services to the existing customer base.

The ideal candidate will have a strong customer focus, strategic oversight, and the ability to manage escalations while collaborating with R&D, Professional Services, Sales, and Finance.

Qualifications

• 5+ years of management experience in a customer support or technical support environment.
• 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.
• Utility/Billing experience is an asset.

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.
• Meet and exceed company metrics (Accounts Receivable, Customer Service Ratios, and other operational KPIs).
• Prepare monthly and annual updates for budgets, accruals, and forecasts.
• Collaborate with the Finance Department to prepare annual and monthly billings for the customer base.
• Develop and maintain operational documentation, knowledge management practices, and standard operating procedures.
• Continually seek opportunities to improve customer experience and expand service offerings.
• Lead the adoption of AI and automation to improve team productivity, customer experience, and operational efficiency.

Skills

Management experience

Leadership

Organizational skills

Communication

Problem solving

Ops analytics

AI/Automation

Billing experience

Education

Bachelor's degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to join the management team and lead the Support organization. The role focuses on driving operational excellence, enhancing customer experience, and ensuring successful delivery of support services to the existing customer base.

The ideal candidate will have a strong customer focus, strategic oversight, and the ability to manage escalations while collaborating with R&D, Professional Services, Sales, and Finance.