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About the Role:
- Lead the evolution of Global Support into a proactive, intelligence-driven, AI-enabled customer operations organization.
- Own operational intelligence, escalation governance, support telemetry, workflow automation, and systems optimization.
- Serve as the operational transformation leader, aligning Support, Product, Engineering, and Customer Experience teams.
What You'll Do:
- Establish support intelligence frameworks and drive telemetry-informed decisions.
- Implement AI-enabled operational workflows and automation opportunities.
- Oversee escalation governance, release readiness, and operational scalability.
What You'll Bring:
- 7+ years in technical support, operations, or transformation leadership within SaaS.
- Experience with AI-enabled workflows, automation, and operational analytics.
- Strong analytical, systems-thinking, and cross-functional influencing skills.
Benefits:
- Comprehensive healthcare, dental, and mental health benefits.
- 401(k) plan with match, PTO, and fitness reimbursements.
- Parental planning and life/AD&D insurance coverage.
Everbridge
Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover from critical events. As a global leader in critical communications, it fosters a culture focused on protecting people and communities during critical moments.