Director of Support Experience and Strategy

GitLab is seeking an experienced Director of Support Experience and Strategy to help guide the evolution of our customer support organization. You'll be responsible for working with the senior management team defining and executing the support strategy while championing innovative approaches to our customers' experiences. This role combines strategic vision with operational excellence to deliver world-class support experiences that drive customer satisfaction, retention, and business growth. You'll design and implement innovative support experiences that exceed customer expectations, including self-service capabilities, knowledge management systems, and community-driven support initiatives. You will develop and execute a comprehensive support strategy aligned with GitLab's business objectives and customer goals. You'll design and implement quality assurance programs to maintain consistent support delivery standards, and drive continuous improvement initiatives through process automation, workflow optimization, and tool consolidation. You will establish talent development programs, career progression frameworks, and succession planning.