Remote Senior Director, Global Support Operations

Infor; United States; Remote; USD 180,000 - 230,000; Full time

Job summary

Infor is seeking a Senior Director to shape the future of our Customer Support in the Americas. You will own end-to-end support delivery, partner with Product and Engineering, and lead a high-performing team across cloud platforms, APIs, and ERP integrations.

You will champion a digital-first, proactive support model, drive continuous improvement, and mentor leaders to scale capabilities. Remote roles spanning the Americas with strategic regional scope.

Qualifications

• Experience leading large support teams within a regional scope.
• Track record of delivering high customer satisfaction and operational performance across diverse product lines.
• Experience with cloud environments, APIs, and integrations; leading technically skilled teams.
• Experience driving continuous improvement in a fast-paced, global environment with multiple priorities.
• Proven ability to collaborate cross-functionally with Product, Engineering, and Services.
• People leadership and talent development experience, including building high-performing teams.

Responsibilities

• Lead regional support operations, owning end-to-end delivery for assigned products and industries within the Americas region.
• Partner with senior leadership to build high-performing regional teams and optimize operating models.
• Develop a technically strong team with expertise in cloud platforms, APIs, and ERP integrations; act as escalation point.
• Drive scalable, digital-first support delivery and address systemic issues root cause analysis.
• Drive talent development, hiring, coaching, and clear progression paths for staff.
• Collaborate with Product, Development, Customer Success, and Managed Services to align on outcomes and priorities.
• Engage with customers during critical situations, ensuring clear communication and effective resolutions.
• Monitor KPIs, provide data-informed insights to leadership, and drive continuous improvement.
• Work with global teams to share best practices and ensure consistency across regions.
• Promote automation, knowledge management, and self-service to scale support.

Skills

Leadership

Strategic planning

Cross-functional collaboration

Customer success

Stakeholder engagement

AI/ML-driven support

Tools

APIs

ERP integrations

Cloud platforms

Job description

Infor is seeking a Senior Director to shape the future of our Customer Support in the Americas. You will own end-to-end support delivery, partner with Product and Engineering, and lead a high-performing team across cloud platforms, APIs, and ERP integrations.

You will champion a digital-first, proactive support model, drive continuous improvement, and mentor leaders to scale capabilities. Remote roles spanning the Americas with strategic regional scope.