Sr. Director, Support Intelligence & Transformation

Job description

At **Everbridge**, our mission is to help protect people and communities during their most critical moments. As a global leader in critical communications, public warning, and enterprise safety solutions, we enable governments, emergency services, and organizations worldwide to deliver trusted, life-saving communications at scale. We are looking for **Sr. Director, Support Intelligence & Transformation.** This is a remote/home-based role to be based anywhere in the US. In this role as a Sr. Director, Support Intelligence & Transformation, you will be responsible for driving the evolution of Global Support into a more proactive, intelligence-driven, AI-enabled customer operations organization. This role serves as the operational transformation leader for the Support organization, owning operational intelligence, escalation governance, support telemetry, workflow automation, operational readiness, systems optimization, and cross-functional operational alignment across Support, Product, Engineering, and Customer Experience teams. The position is designed to help scale and modernize support operations through a combination of: - AI-enabled workflows - operational analytics and telemetry - automation and orchestration - service governance - customer experience intelligence - operational maturity initiatives This is not a traditional support delivery management role. Instead, it is focused on building the future-state support operating model by enabling scalable, proactive, and intelligence-driven customer operations. ### What you'll do **Operational Intelligence & Support Telemetry** - 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 - Support development and operationalization of Customer Experience Intelligence initiatives **AI-Enabled Operations & Workflow Transformation** - Identify and implement AI-enabled operational workflows that improve scalability and reduce friction - Drive automation opportunities across support operations and customer workflows - Partner cross-functionally on workflow orchestration and operational efficiency initiatives - Evaluate and improve operational processes through intelligent tooling and automation capabilities - Support broader organizational AI transformation initiatives as they relate to customer operations **Escalation Governance & Service Readiness** - Oversee escalation management functions and operational escalation governance - Improve escalation criteria, ownership models, and response processes - Coordinate operational readiness for major releases, customer-impacting events, and strategic initiatives - Drive post-incident operational reviews and continuous improvement initiatives - Partner with Product and Engineering on operational risk mitigation and supportability alignment **Release Readiness & Operational Alignment** - Partner with Product, Engineering, CX, TAM, and Enablement teams to improve customer readiness and operational preparedness for releases - Establish structured operational feedback loops between Support and Product organizations - Support operational adoption visibility and customer impact analysis post-release including kb - Operationalize the Release Readiness framework and associated governance models **Systems, Tooling & Operational Scalability** - Oversee support operational tooling and systems optimization - Drive operational standardization and scalability initiatives - Reduce dependency on tribal knowledge through process maturity and operational enablement - Partner on tooling strategy, workflow optimization, and service scalability improvements - Support operational readiness for strategic integrations and organizational growth initiatives **Leadership Responsibilities** - Lead and mentor operational support functions including escalation governance, systems, analytics, and operational readiness teams - Foster a culture of operational excellence, accountability, innovation, and proactive customer advocacy - Influence cross-functional organizations through operational insight, analytics, and strategic partnership - Drive organizational maturity initiatives aligned to the future-state support operating model ### What you'll bring: - 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