Establish and operationalize support intelligence frameworks across the organization.
Develop visibility into escalation trends, customer risk indicators, and operational bottlenecks.
Partner with analytics resources to drive telemetry-informed decisions.

AI-Enabled Operations & Workflow Transformation:

Identify and implement AI-enabled operational workflows to improve scalability and reduce friction.
Drive automation opportunities across support operations and customer workflows.
Partner cross-functionally on workflow orchestration and efficiency initiatives.

Escalation Governance & Service Readiness:

Oversee escalation management functions and operational governance.
Improve escalation criteria, ownership models, and response processes.
Coordinate operational readiness for major releases and strategic initiatives.

Leadership Responsibilities:

Lead and mentor operational support functions including escalation governance, systems, and analytics.
Foster a culture of operational excellence, accountability, and proactive customer advocacy.

Everbridge

Everbridge is a global leader in critical communications, public safety, and enterprise safety solutions, enabling organizations to deliver life-saving communications at scale. The company fosters a culture of operational excellence, innovation, and proactive customer advocacy.

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