Sr. Director, Support Intelligence & Transformation

About the role

At Everbridge, our mission is to help protect people and communities during their most critical moments. As a global leader in critical communications, public warning, and enterprise safety solutions, we enable governments, emergency services, and organizations worldwide to deliver trusted, life-saving communications at scale. This is a remote/home-based role to be based anywhere in the US.

Responsibilities

• 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
  • Support development and operationalization of Customer Experience Intelligence initiatives
• 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
  • Support broader organizational AI transformation initiatives as they relate to customer operations
• 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
  • Partner with Product and Engineering on operational risk mitigation and supportability alignment
• Release Readiness & Operational Alignment
  • Partner with