Director, Enterprise Support

Responsibilities

• Lead and grow a team of 7-8 Technical Account Managers, fostering a culture of high performance
• Ensure enterprise customers receive an excellent and proactive support experience
• Develop frameworks and workflows to scale enterprise support operations effectively
• Establish KPIs and performance reporting for visibility on support operations
• Identify technology and process improvements to enhance capacity and consistency
• Collaborate with cross-functional teams to resolve issues and influence product priorities
• Create training processes to codify team expertise into repeatable practices

Qualifications

• 5+ years of experience in operations management within a technical environment
• Proven track record of leading technical teams and developing talent
• Experience with large enterprise customer interactions and relationship management
• Strong ability to design scalable operating models that enhance performance
• Competence in using data to drive decision-making and improve processes
• Highly effective in cross-functional collaboration without direct authority
• Ability to manage uncertainty and make sound decisions quickly

Benefits

• Comprehensive healthcare package for families, including dental and vision
• Generous flexible vacation policy allowing work-life balance
• Company-provided MacBook Pro and workstation stipend
• Learning and development opportunities for career growth
• Childcare bonus for employees with children
• Support for fertility treatments and parental leave policies