Sr. Director, Support Intelligence & Transformation
Job Summary
As a Sr. Director, Support Intelligence & Transformation at Everbridge, you will lead the evolution of Global Support into a more proactive, intelligence-driven, AI-enabled customer operations organization. This role serves as the operational transformation leader for the Support organization, owning operational intelligence, escalation governance, support telemetry, workflow automation, operational readiness, systems optimization, and cross-functional operational alignment across Support, Product, Engineering, and Customer Experience teams.
What You'll Do
Operational Intelligence & Support Telemetry: Establish and operationalize support intelligence frameworks across the organization. Develop visibility into escalation trends, customer risk indicators, operational bottlenecks, supportability concerns, release adoption and readiness signals. Partner with analytics resources to drive telemetry-informed operational decisions.
AI-Enabled Operations & Workflow Transformation: Identify and implement AI-enabled operational workflows that improve scalability and reduce friction. Drive automation opportunities across support operations and customer workflows. Partner cross-functionally on workflow orchestration and operational efficiency initiatives. Evaluate and improve operational processes through intelligent tooling and automation capabilities.
Escalation Governance & Service Readiness: Oversee escalation management functions and operational escalation governance. Improve escalation criteria, ownership models, and response processes. Coordinate operational readiness for major releases, customer-impacting events, and strategic initiatives. Drive post-incident operational reviews and continuous improvement initiatives.
Release Readiness & Operational Alignment: Partner with Product, Engineering, CX, TAM, and Enablement teams to improve customer readiness and operational preparedness for releases. Establish structured operational feedback loops between Support and Product organizations. Support operational adoption visibility and customer impact analysis post-release, including Knowledge Base (KB).
Systems, Tooling & Operational Scalability: Oversee support operational tooling and systems optimization. Drive operational standardization and scalability initiatives. Reduce dependency on tribal knowledge through process maturity and operational enablement. Partner on tooling strategy, workflow optimization, and service scalability improvements. Support operational readiness for strategic integrations and organizational growth initiatives.
Leadership Responsibilities
Lead and mentor operational support functions including escalation governance, systems, analytics, and operational readiness teams. Foster a culture of operational excellence, accountability, innovation, and proactive customer advocacy. Influence cross-functional organizations through operational insight, analytics, and strategic partnership. Drive organizational maturity initiatives aligned to the future-state support operating model.
Qualifications
7+ years of experience in technical support, support operations, customer operations, service management, or operational transformation leadership.
Experience leading operational transformation initiatives within SaaS or enterprise software environments.
Strong understanding of AI-enabled operational workflows, automation, or operational intelligence models.
Experience with support telemetry, escalation governance, workflow orchestration, and operational analytics.
Experience partnering cross-functionally with Product, Engineering, CX, and customer-facing organizations.
Strong analytical, operational, and systems-thinking capabilities.
Ability to influence organizational change through collaboration, operational leadership, and data-driven decision making.
Benefits
Comprehensive and inclusive employee benefits including healthcare, dental, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements.
Equal Opportunity Employer
We are committed to providing equal employment opportunities in compliance with all applicable Federal, Provincial/State and Local laws, including the California Fair Chance Act and any local County Fair Chance Ordinance (or local equivalent).