[Hiring] Director, Technical Experience @Intradiem

Role Description

This is a working director role. You will lead Intradiem's Technical Support organization and stay close to the work: aware of what is moving through the queue, present on critical incidents, and in front of customers when it matters. You will report to the SVP, Implementation Experience, alongside Technical Delivery and the PMO, and own the customer experience from go-live through steady-state support.

• Set the direction for Technical Support and run it day to day, aligning the team with company objectives and CX goals.
• Own the support operating model, including case routing, swarming, escalation paths, and staffing coverage, to improve service delivery, efficiency, and scalability.
• Lead the AI transformation of Technical Support, leading the selection, piloting, and rollout of AI-powered tools, automation, and workflows that reduce resolution time, deflect volume, and raise the quality of customer interactions.
• Lead the Technical Support organization to achieve strategic and operational targets, including SLA performance, customer satisfaction, and efficiency metrics.
• Own the support experience through the migration to our Harmoniq platform in 2027, tracking support health across platform versions and giving leadership a clear read to inform migration decisions.
• Drive continuous improvement in quality, efficiency, and customer effort, using AI and data to find gaps before customers do.
• Stay close to critical and escalated cases, knowing their status and history well enough to speak to them with customers and leadership, and serve as the executive escalation point for P1 incidents and high-stakes customer issues.
• Establish, oversee, and report on key performance indicators (KPIs) that measure the effectiveness and efficiency of technical support services.
• Lead and develop a lean, multi-level team of managers, team leads, engineers, and contract staff, including our overnight and weekend support partner.
• Oversee recruitment, development, and retention of top technical talent, fostering a culture of high performance, accountability, and continuous professional growth.
• Act as the primary executive point of contact for key customer relationships within the Technical Support domain, ensuring needs and expectations are consistently met and exceeded.
• Partner with Implementation, Customer Success, Product, and Engineering on customer handoffs, incident response, and root cause analysis, including customer-ready RCAs for strategic accounts.
• Ensure all Technical Support activities comply with Intradiem policies, procedures, and relevant regulatory requirements.
• Conduct all business in accordance with Intradiem's policies and procedures.
• Perform all other duties as assigned.

Qualifications

• Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience.
• Typically requires 10+ years of related experience, with 5+ years leading technical support teams, including managers or team leads.
• Proven track record as an engaged, visible leader in a technical support environment who stays close to the work and leads customers and teams through critical incidents.
• Deep technical acumen in Customer Support and Software as a Service (SaaS) environments, with enough understanding of integrations, APIs, and cloud-hosted platforms to have informed conversations with engineers and customers on complex technical issues.
• Demonstrated experience driving process improvement in a growing support organization, with measurable results.
• Proven experience implementing AI-powered support tools (e.g., intelligent triaging, virtual agents, AI-assisted resolution, predictive analytics), with measurable impact on volume or resolution time.
• Strong leadership skills, with a proven ability to develop and lead high-performing, multi-level teams.
• Excellent communication, negotiation, and presentation skills, with the ability to influence and engage senior stakeholders and executive leadership.
• Strong analytical skills, with a data-driven approach to decision-making.
• Experience managing an outsourced or follow-the-sun support partner.
• Salesforce Service Cloud experience is strongly preferred.
• In-depth knowledge of multiple ACD, Workforce Management Systems, and third-party software integrations in a Contact Center environment is preferred.
• Experience in Computer Networking is preferred.
• Experience working with third-party software integrations in a contact center environment is preferred.

Requirements

• Candidates must have the legal right to work in the country where the role is based at the time of application.
• Verification of identity and employment eligibility will be required during onboarding.

Company Description

Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.

• Intradiem is the leader in Dynamic Workforce Orchestration.
• We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees.
• We believe automation should empower humans, not replace them.