Senior Director, Customer Experience

Job not on LinkedIn

🔥 12 hours ago

🦬 Wyoming – Remote

🦬 Wyoming – Remote

💵 $180k - $190k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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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Infios

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

📦 Logistics

B2B • Logistics

Infios is dedicated to improving supply chains for businesses of all sizes, emphasizing adaptability and innovation in their solutions. They empower over 5,000 customers in 70 countries by providing technology that simplifies operations, optimizes efficiency, and drives measurable impact in various business environments.

📋 Description

• Define and execute the global support strategy for Level 1, Level 2, and Level 3 OMS support operations • Lead 24x7 follow-the-sun support teams, including organizational design, staffing, capacity planning, and on-call coverage • Establish and govern support operating models, processes, and best practices across regions • Serve as the executive escalation point for critical customer incidents and major service disruptions • Own incident, problem, change, and release management processes • Drive root cause analysis, defect reduction, and proactive service improvement initiatives • Partner with Product, Engineering, Architecture, Cloud Operations, and Customer Success leaders to improve platform reliability and supportability • Develop and track global support KPIs, SLAs, customer satisfaction metrics, and operational performance dashboards • Lead production releases, upgrades, migrations, hotfixes, and platform modernization initiatives • Drive automation, AI-enabled support capabilities, observability, monitoring, and self-service initiatives • Establish governance for knowledge management, runbooks, operational documentation, and support readiness • Build, mentor, and develop global leadership and support teams • Support strategic customer engagements, executive business reviews, and key-account escalations • Own the global support budget, including headcount planning, vendor investments, and operational expense management • Develop and execute a multi-year support strategy and roadmap to scale operations, improve customer outcomes, and support business growth

🎯 Requirements

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field • 12+ years of experience in enterprise software support, operations, or managed services, including leadership of global support organizations • 5+ years of experience leading managers and geographically distributed teams • Deep experience supporting OMS platforms such as Infios OM, Manhattan, IBM Sterling, Blue Yonder, or similar enterprise commerce solutions • Strong understanding of order lifecycle management, fulfillment, inventory, shipping, returns, and omnichannel operations • Proven experience managing Level 1, Level 2, and Level 3 support functions in a global environment • Experience leading major incident management, service recovery, and executive customer communications • Strong knowledge of production support, batch processing, real-time integrations, and distributed systems • Working knowledge of APIs, middleware, event-driven architectures, microservices, and integration platforms • Experience with ITSM platforms such as ServiceNow, Jira, or Remedy • Experience with monitoring and observability tools including Splunk, Dynatrace, Grafana, or similar technologies • Experience supporting cloud-based environments across AWS, Azure, and/or GCP • Demonstrated success driving automation, operational efficiency, and continuous improvement initiatives • Exceptional executive communication, leadership, stakeholder management, and customer-facing skills • Experience developing support strategies, managing budgets, and aligning operational investments with business objectives • ITIL Foundation Certification preferred • Retail, eCommerce, or omnichannel experience preferred • Experience leading SaaS or cloud operations support organizations preferred • Master's degree in Business, Information Technology, or related discipline preferred

🏖️ Benefits

• Competitive Medical, Dental and Vision insurance • 401(k) matching program • Flexible Time Off • 11 days of paid holidays • 1 day of volunteer time per year • Fun, casual, and flexible work environment • International clients and colleagues