Remote Senior Director, Support Operations & AI

Infor Inc.; Atlanta (GA); A distancia; USD 180.000 - 240.000; Jornada completa

Descripción de la vacante

Infor Inc. in Atlanta is seeking a Senior Director of Support Operations to lead end-to-end support across the Americas, shaping the next generation of customer service.

You will own delivery for defined products and industries, drive performance against SLAs, and partner with Product, Development, Customer Success and Professional Services to ensure consistent, high-quality outcomes for customers. You will build a technically strong team with cloud, APIs, and integrations expertise, promote

Formación

• Experience leading large support teams within a region, including managing managers.
• Proven track record of customer satisfaction and operational performance across diverse product lines and geographies.
• Experience working with cloud environments, APIs, and integrations; leading and developing technically skilled teams.
• Experience driving continuous support improvement in a fast-paced, global environment with multiple priorities.
• Have experience managing cross-functional collaboration across Product, Engineering, Customer Success, and Services.
• Have people leadership and talent development experience, including building high-performing teams and managing performance.
• Experience in engaging and influencing executive stakeholders, internal and externally.
• Experience supporting enterprise SaaS / cloud platforms / complex enterprise software.
• Experience with AI/ML-driven support, automation, knowledge management, and self-service capabilities.
• Experience working with or leading teams across global delivery locations.

Responsabilidades

• Lead support operations for assigned products, industries, and CloudSuites within the Americas region; ensure SLAs, CSAT, and KPIs; establish operating rhythms and address gaps.
• Partner with VP, Support Operations and peers to build a high-performing regional team and contribute to regional strategy and resource allocation.
• Build a technically strong team with expertise in cloud platforms, ERP integrations, and APIs; serve as escalation point for complex issues.
• Advance the operating model toward scalable, digital-first delivery; drive root-cause analysis and continuous improvement.
• Drive talent density through hiring, coaching, and development; define progression paths from analyst to SME/principal.
• Collaborate with Product, Development, Customer Success, Professional Services, and Managed Services to identify systemic issues and improve outcomes.
• Engage customers during critical situations; ensure clear communication and effective resolution.
• Establish governance and execution discipline; monitor KPIs and provide insights to leadership.
• Collaborate with Americas and global teams to share best practices and align on support standards.
• Promote automation, knowledge management, GenAI-assisted support, and self-service to scale operations.
• Foster a high-performance, inclusive culture.

Conocimientos

Leadership

Customer support

Cloud platforms

APIs & integrations

Cross-functional collaboration

Talent development

Operational excellence

Executive stakeholder engagement

Automation/GenAI

Descripción del empleo

Infor Inc. in Atlanta is seeking a Senior Director of Support Operations to lead end-to-end support across the Americas, shaping the next generation of customer service.

You will own delivery for defined products and industries, drive performance against SLAs, and partner with Product, Development, Customer Success and Professional Services to ensure consistent, high-quality outcomes for customers. You will build a technically strong team with cloud, APIs, and integrations expertise, promote