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Senior Director - Support Services at EDB. Location Information: USA. **Candidate Note: This position is 100% remote for candidates based in the US**. EDB is seeking a dynamic and experienced Sr. Director, Support Services, to lead our global support organization. This role requires a visionary leader and change-agent who can drive transformative initiatives to position the support organization as a key driver of customer value. The Sr. Director will oversee a high-paced, high-volume support operation, implementing cutting-edge innovations such as generative AI, automation, self-service solutions, and robust knowledge management systems.. Your impact will be: . Leadership & Strategy:. Lead and inspire a global support organization, fostering a culture of innovation, accountability, and customer-centricity.. Develop and execute a strategic roadmap to modernize support delivery and align it with EDB business goals.. Innovation & Automation:. Spearhead the adoption of generative AI and automation technologies to streamline operations and improve efficiency.. Build and scale self-service platforms and an AI-driven knowledge library to empower customers and reduce resolution times.. Support Platform Expertise:. Drive optimization and utilization of EDB’s core customer support platform . Ensure the organization leverages best practices in CRM, case management, and analytics for operational excellence.. Operational Excellence:. Oversee the delivery of support services at scale, ensuring quality, consistency, and adherence to SLAs in a high-volume environment.. Develop metrics and KPIs to measure success, drive continuous improvement, and report performance to senior leadership.. Customer Experience:. Transform support into a value creation organization by delivering exceptional experiences that enhance customer loyalty and satisfaction.. Collaborate cross-functionally to align support initiatives with product, engineering, and customer success strategies.. What you’ll bring: . 10+ years of leadership experience in global support or service delivery, with at least 5 years at the Director level.. Hands-on experience with support platforms, including managing contact center technology and customer interaction solutions.. Proven track record of managing high-volume, high-paced support environments in a technology or SaaS company.. Deep understanding of support platform capabilities; hands-on experience driving optimization.. Expertise in AI and automation technologies, with a focus on practical, scalable solutions.. Strong change management capabilities to lead transformative initiatives across a global organization.. Exceptional communication and stakeholder management skills, with the ability to influence at all levels.