Senior Director, Americas Support Operations (Remote)

Archer; Atlanta (GA); À distance; USD 180 000 - 240 000; Plein temps

Résumé du poste

Infor is seeking a Senior Director to lead and optimize the end-to-end support experience for a defined set of products and industries across the Americas. This role requires building high-performing teams, managing escalations, and partnering with Product, Development, and Services to deliver consistent customer outcomes.

The role emphasizes operational excellence, technical leadership, and a proactive, digital-first approach to support delivery while aligning with global standards.

Qualifications

• Experience leading large support teams within a regional scope.
• Experience with cloud environments, APIs, integrations, and SaaS platforms.
• Proven track record of achieving customer satisfaction and operational KPIs.

Responsabilités

• Lead end-to-end support delivery for assigned products and industries in the Americas.
• Partner with regional and global leaders to design operating models and prioritize resources.
• Develop technically strong teams with expertise in cloud Platforms, APIs, and integrations.
• Drive scalable, digital-first support with proactive issue resolution and continuous improvement.
• Mentor managers and build leadership depth across the team.
• Collaborate with Product, Development, Customer Success, and Services to align on outcomes.
• Engage with customers during escalations and critical events to ensure clear communication.

Connaissances

Customer support leadership

Regional/global experience

Cloud platforms

APIs & integrations

AI/ML-driven support

Executive stakeholder engagement

Enterprise SaaS / cloud

Talent development

Description du poste

Infor is seeking a Senior Director to lead and optimize the end-to-end support experience for a defined set of products and industries across the Americas. This role requires building high-performing teams, managing escalations, and partnering with Product, Development, and Services to deliver consistent customer outcomes.

The role emphasizes operational excellence, technical leadership, and a proactive, digital-first approach to support delivery while aligning with global standards.