Senior Director, Support Intelligence – Transformation

🕒 June 16

🇺🇸 United States – Remote

💵 $174k - $220k / year

⏰ Full Time

🟠 Senior

👔 Director

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Everbridge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

Everbridge is a company specializing in critical event management solutions designed to enable organizations to plan, anticipate, mitigate, respond to, and recover from unexpected events. With a broad suite of products including risk intelligence, mass notification, crisis management, and public warning systems, Everbridge is committed to maximizing organizational resilience through their integrated Everbridge 360™ platform. Serving industries such as financial services, healthcare, technology, telecommunications, energy, and government sectors, Everbridge helps over 6,500 global customers manage critical events more effectively. Their solutions ensure workforce safety, protect assets, and maintain business continuity during disruptions, ensuring swift communication and effective management of crises.

📋 Description

• 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 • Identify and implement AI-enabled operational workflows that improve scalability and reduce friction • Drive automation opportunities across support operations and customer workflows • Oversee escalation management functions and operational escalation governance • Improve escalation criteria, ownership models, and response processes • Partner with Product, Engineering, CX, TAM, and Enablement teams to improve customer readiness and operational preparedness for releases

🎯 Requirements

• 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 • Experience scaling support organizations through operational maturity, tooling optimization, and intelligent automation

🏖️ Benefits

• healthcare • dental • parental planning • mental health benefits • disability income benefits • life and AD&D insurance • a 401(k) plan and match • paid time off • fitness reimbursements