Director, Technical Experience

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🔥 9 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👔 Director

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Intradiem

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $35M Debt Financing on 2021-11

Intradiem provides Intelligent Automation Solutions for customer service teams. This real-time automation unlocks the value of your center data to maximize productivity, engagement, and customer experience.

📋 Description

• Define and drive the long-term vision and strategic direction for the Technical Support function, aligning it with company-wide business objectives and CX goals. • Develop and execute high-level strategies to enhance support service delivery, operational efficiency, and scalability—positioning Technical Support as a competitive differentiator. • Champion innovation and adoption of best practices within technical support processes, leveraging emerging technologies and industry trends to maintain market leadership. • Lead the AI transformation of the Technical Support function—identifying and implementing AI-powered tools, automation, and workflows that reduce resolution time, deflect volume, and elevate the quality of customer interactions. • Collaborate closely with executive leadership to integrate Technical Support strategies with overall company direction and priorities. • Lead the Technical Support organization to achieve strategic and operational targets, including SLA performance, customer satisfaction, and efficiency metrics. • Drive continuous improvement in support delivery processes with a focus on quality, efficiency, scalability, and reduced customer effort—leveraging AI and data-driven insights to proactively identify gaps and optimize outcomes. • Serve as the primary executive escalation point for critical technical issues and high-stakes customer engagements, ensuring rapid and effective resolution. • Establish, oversee, and report on key performance indicators (KPIs) that measure the effectiveness and efficiency of technical support services. • Lead, inspire, and develop a multi-level organization of senior managers, managers, and individual contributors within Technical Support. • Oversee recruitment, development, and retention of top technical talent, fostering a culture of high performance, accountability, and continuous professional growth. • Promote a culture of collaboration within Technical Support and across CX, Product, Engineering, and Sales functions. • Act as the primary executive point of contact for key customer relationships within the Technical Support domain, ensuring needs and expectations are consistently met and exceeded. • Foster and maintain trusted executive-level relationships with key customers, partners, and stakeholders. • Collaborate with Customer Success, Sales, Product, and Engineering to drive cross-functional initiatives and ensure seamless platform support. • Ensure all Technical Support activities comply with Intradiem policies, procedures, and relevant regulatory requirements. • Conduct all business in accordance with Intradiem's policies and procedures. • Perform all other duties as assigned.

🎯 Requirements

• Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience. • Typically requires a minimum of 12+ years of related experience, with 5+ years in a senior leadership role managing technical teams. • Proven track record in strategic leadership and execution within a technical support environment. • Deep technical acumen with substantial experience in Customer Support and Software as a Service (SaaS) environments. • Demonstrated experience driving large-scale innovation and process optimization initiatives across multi-team organizations. • Familiarity with AI-powered support tools (e.g., intelligent triaging, virtual agents, AI-assisted resolution, predictive analytics); experience leading or participating in an AI transformation initiative within a support or CX organization is a plus. • Exceptional executive leadership skills with a proven ability to develop and lead high-performing, multi-level teams. • Excellent communication, negotiation, and presentation skills, with the ability to influence and engage senior stakeholders and executive leadership. • Strong strategic thinking and analytical skills, with a data-driven approach to decision-making. • In-depth 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 working with third-party software integrations in a contact center environment is preferred.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development opportunities