Remote Director of Support Services & AI Innovation

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

Benefits offered by this job

3 weeks’ vacation and 5 personal days

Medical, Dental, Vision benefits

Employee stock ownership and RRSP/401k

Lifestyle rewards

Remote work and more

Job summary

Cayenta, a division of Harris, is seeking a Director of Support Services to join its management team. The role focuses on leading the Support organization, driving operational excellence, and enhancing the customer experience for existing clients.

The ideal candidate will have a strong customer focus, 5+ years of management experience in a customer or technical support environment, and proven ability to drive improvements through metrics and AI-enabled practices.

Qualifications

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

Responsibilities

• Direct and 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, ensuring timely service recovery and resolution.
• Liaise between customers, R&D, Professional Services, Sales, and other internal teams to resolve inquiries.
• Partner with VP to execute strategic initiatives for Support and Managed Services.

Skills

Management experience

Leadership

Communication

Problem-solving

AI/Automation experience

Education

Bachelor's Degree

Job description

Cayenta, a division of Harris, is seeking a Director of Support Services to join its management team. The role focuses on leading the Support organization, driving operational excellence, and enhancing the customer experience for existing clients.

The ideal candidate will have a strong customer focus, 5+ years of management experience in a customer or technical support environment, and proven ability to drive improvements through metrics and AI-enabled practices.