Job Description
This role involves owning the global support strategy and operations, scaling with enterprise growth. It requires setting support KPIs and leading forecasting, capacity planning, and staffing strategy to ensure operational excellence. It's about driving automation and AI-enabled support workflows to improve efficiency and resolution times, leveraging modern tools and systems. Communication and coordination during critical incidents are key, as is maintaining high customer satisfaction through operational rigor. Collaboration with Product, Engineering, and Customer Success is also crucial to ensure a seamless customer journey.
About Drata
Drata is a trust management platform that uses AI-driven automation to modernize governance, risk, and compliance.