Everbridge logo
Everbridge

Keeping people safe and organizations running. Faster.

Senior Director, Support Intelligence – Transformation

DirectorDirectorFull TimeRemoteSeniorTeam 1,001-5,000Since 2002H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

2 days ago

Salary

$174K - $220K / year

Seniority

Senior

Bachelor Degree7 yrs expEnglish

Job Description

Senior Director, Support Intelligence – Transformation

Everbridge

• Establish and operationalize support intelligence frameworks across the organization • Develop visibility into: escalation trends, customer risk indicators, operational bottlenecks, supportability concerns, release adoption and readiness signals • Partner with analytics resources to drive telemetry-informed operational decisions • Identify and implement AI-enabled operational workflows that improve scalability and reduce friction • Drive automation opportunities across support operations and customer workflows • Oversee escalation management functions and operational escalation governance • Improve escalation criteria, ownership models, and response processes • Partner with Product, Engineering, CX, TAM, and Enablement teams to improve customer readiness and operational preparedness for releases

Job Requirements

  • 7+ years of experience in technical support, support operations, customer operations, service management, or operational transformation leadership
  • Experience leading operational transformation initiatives within SaaS or enterprise software environments
  • Strong understanding of AI-enabled operational workflows, automation, or operational intelligence models
  • Experience with support telemetry, escalation governance, workflow orchestration, and operational analytics
  • Experience partnering cross-functionally with Product, Engineering, CX, and customer-facing organizations
  • Strong analytical, operational, and systems-thinking capabilities
  • Ability to influence organizational change through collaboration, operational leadership, and data-driven decision making
  • Experience scaling support organizations through operational maturity, tooling optimization, and intelligent automation

Benefits

  • healthcare
  • dental
  • parental planning
  • mental health benefits
  • disability income benefits
  • life and AD&D insurance
  • a 401(k) plan and match
  • paid time off
  • fitness reimbursements

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