Director, Customer Solutions Support

About the role

The Director of Customer Solutions Support plays a critical leadership role in delivering on Aristocrat's mission by ensuring exceptional support for technology solutions that power customer operations.

Responsibilities

• Lead and develop a high-performing technical support organization responsible for delivering exceptional customer experiences and operational excellence.
• Establish and implement the support strategy, goals, and roadmap aligned with company objectives.
• Lead all aspects of daily support operations, ensuring timely resolution of customer issues and achievement of service level commitments.
• Manage support performance through important measures, including customer happiness, response times, resolution times, backlog health, and handling of critical issues.
• Serve as the executive point of contact for critical customer concerns and major service-impacting events.
• Partner closely with Product, Technology, Customer Success, Training, and Implementation teams to improve product quality, customer adoption, and service delivery.
• Drive root cause analysis and corrective actions for recurring customer issues.
• Participate in release readiness and deployment planning activities to ensure operational preparedness for new products and enhancements.
• Develop and maintain support processes, policies, knowledge management practices, and quality standards.
• Identify and implement opportunities for automation, self-service, AI enablement, and operational efficiency.
• Manage staffing, workforce planning, budgeting, and resource allocation to support business growth.
• Provide regular executive reporting on support performance, customer trends, risks, and improvement initiatives.
• Build a culture of accountability, critical, continuous improvement, collaboration, and customer advocacy.

Requirements

• 8+ years of dynamic experience in customer support, technical support, or service delivery leadership.
• 5+ years of experience leading managers and multi-level support organizations in enterprise software, SaaS, technology, or other complex technical environments.
• Experience managing executive customer relationships and high-impact partner concerns.
• Demonstrated ability to build, coach, and develop high-performing teams.
• Strong analytical and problem-solving skills with the ability to use data to drive decisions and improvements.
• Experience collaborating effectively across Product, Engineering, Customer Success, Sales, and Implementation organizations.
• Knowledge of support technologies and CRM platforms such as Salesforce Service Cloud or similar systems.
• Excellent communication, presentation, and collaborator management skills.
• Ability to balance long-term planning with day-to-day operations in a fast-paced environment.

Qualifications

• Experience supporting critical enterprise applications.
• Experience with release readiness, operational readiness, and deployment governance processes.
• Experience leading organizational transformation, supporting modernization, or SaaS transition initiatives.
• Experience implementing AI, automation, and self-service support capabilities.

Skills

• Strategic thinking and execution.
• Customer-centric approach.
• Team leadership and development.
• Data-driven decision making.
• Collaborative problem solving.
• Change management and organizational development.

Benefits

Comprehensive benefits package including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching. Details available at atibenefits.com.