Sr. Director, AI-Driven Support Transformation (Remote)

Everbridge; Burlington (MA); On-site; USD 174,000 - 220,000; Full time

Benefits offered by this job

Comprehensive healthcare

401(k) plan with match

Paid time off

Fitness reimbursements

Job summary

Everbridge is seeking a Sr. Director of Support Intelligence & Transformation based in the U.S. to lead the evolution of Global Support into a proactive, AI-enabled customer operations organization. The candidate will drive operational workflows, oversee escalation management, and partner cross-functionally with Product and Engineering.

This role requires 7+ years of experience in technical support and a strong understanding of AI-enabled systems and operational transformation.

Qualifications

• 7+ years of experience in technical support or customer operations.
• Experience leading operational transformation initiatives within SaaS environments.
• Strong understanding of AI-enabled operational workflows and automation.

Responsibilities

• Establish support intelligence frameworks across the organization.
• Identify and implement AI-enabled operational workflows.
• Oversee escalation management functions and operational readiness.

Skills

Technical support experience

Operational transformation leadership

AI-enabled workflows

Analytical capabilities

Job description

Everbridge is seeking a Sr. Director of Support Intelligence & Transformation based in the U.S. to lead the evolution of Global Support into a proactive, AI-enabled customer operations organization. The candidate will drive operational workflows, oversee escalation management, and partner cross-functionally with Product and Engineering.

This role requires 7+ years of experience in technical support and a strong understanding of AI-enabled systems and operational transformation.