Senior Director Support Operations

Department: Customer Support Location: Atlanta Description At Infor, we are building the next generation of Customer Support and are looking for a Senior Director to help shape it. This is not just a people management role. You will drive operational excellence, deepen technical leadership, and own the end-to-end support experience for a defined set of products and industries across the Americas region. You will operate as a key leader within the Americas region and the global Customer Support function, partnering with Product, Development, Customer Success, and Professional Services to deliver consistent, high-quality outcomes for Infor’s customers. A Typical Day In The Life Includes Lead support operations, owning end-to-end support delivery for assigned products, industries, and CloudSuites within the Americas region. You'll ensure performance against SLAs, customer satisfaction, and operational KPIs — establishing clear operating rhythms, visibility, and execution discipline across your team, and addressing delivery gaps proactively.Partner with the VP, Support Operations and peer leaders to build and sustain a high-performing regional team; contributing to regional strategy, talent planning, and operating model design and be a key input into regional priorities, resource allocation, and performance reviews.Build and sustain a technically strong team with deep expertise in techno-functional troubleshooting, cloud platforms, ERP integrations, and APIs. Maintain command of assigned product landscapes to guide teams effectively and act as a senior escalation point on complex issues.Advance the support operating model toward scalable, digital-first, and proactive delivery. Enable your team to surface, escalate, and resolve systemic issues at the root. Identify and remove barriers, optimize workflows, and drive continuous improvement across processes, tools, and ways of working.Drive talent density through hiring, coaching, and development. Set clear expectations, manage the talent pipeline actively, and invest in learning and enablement. Define clear progression paths from analyst to SME/principal. Mentor managers and team leaders to scale leadership capability across the team.Partner closely with Product, Development, Customer Success, Professional Services, and Managed Services to proactively identify systemic issues, address root causes, and improve product and customer outcomes. Ensure strong alignment and shared accountability across functions within assigned scope, products, and customers.Engage directly with customers during critical situations, ensuring clear communication, strong ownership, and effective resolution. Leverage customer insights and feedback to continuously improve support delivery and experience, including during escalations, go-lives, and focus account management.Establish clear ownership, governance, and execution discipline within the team. Monitor KPIs, analyze trends, and drive data-informed decision-making. Provide regular insights and recommendations to the Regional VP and senior leaders on performance and improvement opportunities.Collaborate with peers within Americas and across the international region to ensure consistency, share best practices, and contribute to global initiatives and support standards.Align hiring, capability development, and ways of working to evolving needs in Americas and globally. Drive adoption of automation, knowledge management, GenAI-assisted support, and self-service capabilities to enhance scale and efficiency within assigned scope.Foster a high-performance, inclusive, and collaborative culture. Promote engagement, recognize contributions, and create an environment where individuals feel valued, supported, and connected to broader organizational goals. Basic Qualifications Experience in Customer Support, Customer Success, Managed Services (or similar), leading large support teams within a region, including managing managers.Be experienced, with a track record of customer satisfaction and operational performance across diverse product lines and geographies within a regional scope.Experience working with cloud environments, business or mission-critical solutions/platforms, APIs, and integrations; leading and developing technically skilled teams.Experience driving continuous support improvement in a fast-paced, global environment with multiple priorities.Have experience managing cross-functional collaboration across Product, Engineering, Customer Success, and Services.Have people leadership and talent development experience, including building high-performing teams and managing performance.Experience in engaging and influencing executive stakeholders, internal and externally.Experience supporting enterprise SaaS / cloud platforms / complex enterprise software.Experience with AI/ML-driven support, automation, knowledge management, and self-service capabilities.Experience working with or leading teams across global delivery locations. Location: Remote (Atlanta GA, Dallas TX) About Infor Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next. Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. For more information visit www.infor.com Our Values At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section. Fraud Awareness We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our guidelines and protect yourself from recruitment scams. Fraud Privacy Policy We value your privacy at Infor. You may access our privacy policy here. US Only This employer uses E-Verify. Please visit this website for additional information. 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