Senior Director, AI-Driven Technical Support (Hybrid/Remote)

Ultimate.ai; Austin (TX); Híbrido; USD 174.000 - 260.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Remote work option (part of week)

Descripción de la vacante

Zendesk in the United States seeks a Senior Director to lead Technical Support, shaping strategy, building a strong leadership team, and guiding transition of human agents to AI-aligned proactive work.

You will balance AI automation with expert human support, define metrics, partner across functions, and drive global capacity planning. This role requires 15+ years of leadership and experience in large SaaS environments; base salary ranges $174k–$260k plus incentives.

Formación

• 15+ years in technical or enterprise support leadership.
• Experience scaling global, multi-country organizations.
• Proven ability to translate strategy into operating plans.
• Deep knowledge of service levels, capacity planning, and metrics.
• Experience partnering with senior executives across functions.
• AI and automation integration into support operations.

Responsabilidades

• Set strategy and operating model for Technical Support.
• Lead managers and directors to build high-performance teams.
• Balance AI tools and human support to optimize outcomes.
• Define measures of value and health of the support org.
• Collaborate with Sales, CS, Product, Eng, Finance.
• Plan global capacity and escalation models.
• Represent customer interests in executive reviews.
• Stay current on SaaS, AI integration, service delivery.

Conocimientos

Executive leadership

Global scaling

Strategic planning

Stakeholder management

Executive communication

Educación

Bachelor’s degree or equivalent

Advanced degree a plus

Descripción del empleo

Zendesk in the United States seeks a Senior Director to lead Technical Support, shaping strategy, building a strong leadership team, and guiding transition of human agents to AI-aligned proactive work.

You will balance AI automation with expert human support, define metrics, partner across functions, and drive global capacity planning. This role requires 15+ years of leadership and experience in large SaaS environments; base salary ranges $174k–$260k plus incentives.