Director, Technical Experience

🕒 August 21

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Intradiem

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🤝 B2B

💰 $35M Debt Financing on 2021-11

Artificial Intelligence • B2B

Intradiem is a provider of Intelligent Automation Solutions specifically designed for customer service teams. Their patented AI-powered technology processes vast amounts of data in real-time to enhance productivity and customer experience within contact centers. Intradiem's solutions focus on aspects such as workforce optimization, contact center automation, and performance management, ensuring that staff can work effectively both in-center and remotely. The technology is built on industry best practices and has reportedly generated significant cost savings and productivity boosts for its clients.

📋 Description

• Define and drive the long-term vision and strategic direction for Technical Support, aligned with company objectives and CX goals • Develop and execute strategies to improve support delivery, operational efficiency, and scalability • Champion innovation and best practices in technical support processes • Lead AI transformation through AI-powered tools, automation, and workflows • Collaborate with executive leadership on company direction and priorities • Lead the Technical Support organization toward SLA, customer satisfaction, and efficiency targets • Drive continuous improvement using AI and data-driven insights • Serve as executive escalation point for critical technical issues and high-stakes customer engagements • Establish, oversee, and report on technical support KPIs • Lead, inspire, and develop senior managers, managers, and individual contributors • Oversee recruitment, development, and retention of technical talent • Promote collaboration across Technical Support, CX, Product, Engineering, and Sales • Act as executive point of contact for key customer relationships • Build trusted relationships with customers, partners, and stakeholders • Collaborate cross-functionally to ensure seamless platform support • Ensure compliance with Intradiem policies, procedures, and relevant regulatory requirements • Perform other assigned duties

🎯 Requirements

• Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience • Minimum of 12+ years of related experience • 5+ years in a senior leadership role managing technical teams • Proven strategic leadership and execution within a technical support environment • Deep technical acumen with substantial experience in Customer Support and SaaS environments • Experience driving large-scale innovation and process optimization across multi-team organizations • Familiarity with AI-powered support tools, such as intelligent triaging, virtual agents, AI-assisted resolution, and predictive analytics • Exceptional executive leadership skills and ability to develop and lead high-performing, multi-level teams • Excellent communication, negotiation, and presentation skills • Strong strategic thinking and analytical skills with a data-driven approach • Legal right to work in the country where the role is based at application; identity and employment eligibility verification required during onboarding • Knowledge of multiple ACD, Workforce Management Systems, and third-party software integrations in a Contact Center environment is preferred • Experience in Computer Networking is preferred • Experience with third-party software integrations in a contact center environment is preferred

🏖️ Benefits

• People-first culture with trust, respect, and flexibility • Equal-opportunity employer