Remote Senior Director, Global Support Operations

Infor; Atlanta (GA); Remote; USD 180,000 - 320,000; Full time

Job summary

Infor is seeking a Senior Director to drive the next generation of Customer Support for the Americas. You will own end-to-end support delivery, partner with Product, Development, and Services, and lead a high-performing regional team across cloud suites and industries.

You will focus on operational excellence, technical leadership, and proactive, data-driven improvements while mentoring leaders to scale capability across the Americas and globally.

Qualifications

• Experience leading large customer support teams within a region.
• Track record of customer satisfaction and operational performance across diverse products/geographies.
• Experience with cloud environments, APIs, and integrations; leading technically skilled teams.
• Experience driving continuous support improvements in a fast-paced global environment.
• Experience collaborating across Product, Engineering, Customer Success, and Services.

Responsibilities

• Lead end-to-end support delivery for assigned products/industries in the Americas.
• Partner with regional and global leaders to shape strategy, talent planning, and operating models.
• Build a technically strong team with expertise in cloud platforms and integrations; act as escalation point.
• Advance the support model toward digital-first, proactive delivery; remove barriers and improve processes.
• Hire, coach, and develop talent; define career progression and scale leadership.

Skills

Customer Support Leadership

Regional Leadership

Cloud Platforms

APIs & Integrations

AI/ML-driven support

Executive Stakeholder Engagement

Cross-functional Collaboration

Global Delivery Experience

Talent Development

People Leadership

Job description

Infor is seeking a Senior Director to drive the next generation of Customer Support for the Americas. You will own end-to-end support delivery, partner with Product, Development, and Services, and lead a high-performing regional team across cloud suites and industries.

You will focus on operational excellence, technical leadership, and proactive, data-driven improvements while mentoring leaders to scale capability across the Americas and globally.