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. This position leads the strategy, performance, and continuous evolution of the support organization, serving as a key partner to shape customer outcomes, influence product quality, and drive business success.

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.
• Able 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.
• Leadership and team management.
• Data-driven decision making.
• Collaboration and partnership.
• Technical acumen.

Benefits

Our comprehensive benefits package includes:

• Health, dental, and vision insurance.
• Paid time off.
• A 401(k) plan with employer matching.

For more details, please visit Aristocrat Benefits.