Director - Operations and Support

October 2

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Technology • Human • SaaS • Employee experience • Digital workplace

201 - 500

💰 Private Equity Round on 2023-06

Description

• Lead our effort to unify and optimize our operational and support functions • Oversee both internal and customer-facing operations and the 3rd line support organization • Drive operational excellence by owning and continuously improving the Incident Management process • Manage observability tools and Service Level Objectives (SLO) budgets • Transform the team into an enablement function providing the right expertise, tools, and support • Oversee and transform 3rd line support processes • Ensure compliance with Security, SOC2, and other relevant standards • Partner with Product, Engineering, and other teams for operational and support goals • Leverage new technologies for continuous improvement • Encourage the team to challenge the status quo

Requirements

• 5+ years of experience leading teams in operations or support functions within a SaaS environment • Hands-on experience with both Azure and AWS cloud environments • Proven ability to set a clear direction for a unified team and drive transformation with a focus on enablement • Strong background in incident management, observability, and SLO compliance • Familiarity with partnering on Security and SOC2 compliance to ensure standards are upheld • Passion for delivering customer experiences that exceed expectations • Strong experience working closely with Product, Engineering, and other functions to align on strategic initiatives • Proven ability to challenge the status quo by implementing new tools and best practices • Familiarity with tools like observability platforms and AI-driven support solutions • Ability to convey complex concepts clearly to technical and non-technical stakeholders

Benefits

• Healthy and inclusive work environment • Support for personal growth and development • Expressions of creativity encouraged • Adaptable workplace • Phone Screen - Virtual Interview using Microsoft Teams - Work Sample - Job Offer