Intradiem

Director, Technical Experience

Intradiem • $130K — $180K *
US-AnywhereRemote in United States
Technical Services
11 - 15 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience.
  • 12+ years of related experience; 5+ years in a senior leadership role managing technical teams.
  • Proven strategic leadership and execution in a technical support environment.
  • Deep technical background in Customer Support and SaaS settings.
  • Experience driving innovation and process optimization across multi-team organizations.
  • Familiarity with AI-powered support tools and transformation initiatives is a plus.
  • Exceptional skills in developing and leading high-performing teams.

Responsibilities

  • Define and drive the long-term vision and strategy for Technical Support, aligning with business objectives.
  • Develop high-level strategies to enhance support delivery and operational efficiency.
  • Champion best practices within technical support, leveraging emerging technologies.
  • Lead the AI transformation in Technical Support to improve service quality and efficiency.
  • Collaborate with executive leadership to align support strategies with company direction.
  • Drive continuous improvement in support delivery processes based on data insights.
  • Serve as the escalation point for critical issues, ensuring rapid resolution.

Benefits

  • Oversee recruitment, development, and retention of technical talent.
  • Foster a culture of high performance and accountability.
  • Promote collaboration across various functions.
  • Ensure compliance with company policies and regulatory requirements.
Full Job Description
Your Role
  • Define and drive the long-term vision and strategic direction for the Technical Support function, aligning it with company-wide business objectives and CX goals.
  • Develop and execute high-level strategies to enhance support service delivery, operational efficiency, and scalability-positioning Technical Support as a competitive differentiator.
  • Champion innovation and adoption of best practices within technical support processes, leveraging emerging technologies and industry trends to maintain market leadership.
  • Lead the AI transformation of the Technical Support function-identifying and implementing AI-powered tools, automation, and workflows that reduce resolution time, deflect volume, and elevate the quality of customer interactions.
  • Collaborate closely with executive leadership to integrate Technical Support strategies with overall company direction and priorities.
  • Lead the Technical Support organization to achieve strategic and operational targets, including SLA performance, customer satisfaction, and efficiency metrics.
  • Drive continuous improvement in support delivery processes with a focus on quality, efficiency, scalability, and reduced customer effort-leveraging AI and data-driven insights to proactively identify gaps and optimize outcomes.
  • Serve as the primary executive escalation point for critical technical issues and high-stakes customer engagements, ensuring rapid and effective resolution.
  • Establish, oversee, and report on key performance indicators (KPIs) that measure the effectiveness and efficiency of technical support services.
  • Lead, inspire, and develop a multi-level organization of senior managers, managers, and individual contributors within Technical Support.
  • Oversee recruitment, development, and retention of top technical talent, fostering a culture of high performance, accountability, and continuous professional growth.
  • Promote a culture of collaboration within Technical Support and across CX, Product, Engineering, and Sales functions.
  • 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.
  • Foster and maintain trusted executive-level relationships with key customers, partners, and stakeholders.
  • Collaborate with Customer Success, Sales, Product, and Engineering to drive cross-functional initiatives and ensure seamless platform support.
  • 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.

Your Background
  • Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience.
  • Typically requires a minimum of 12+ years of related experience, with 5+ years in a senior leadership role managing technical teams.
  • Proven track record in strategic leadership and execution within a technical support environment.
  • Deep technical acumen with substantial experience in Customer Support and Software as a Service (SaaS) environments.
  • Demonstrated experience driving large-scale innovation and process optimization initiatives across multi-team organizations.
  • Familiarity with AI-powered support tools (e.g., intelligent triaging, virtual agents, AI-assisted resolution, predictive analytics); experience leading or participating in an AI transformation initiative within a support or CX organization is a plus.
  • Exceptional executive 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 strategic thinking and analytical skills, with a data-driven approach to decision-making.
  • 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.


Work Authorization: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.

About Intradiem

Intradiem is a software company that provides workforce automation solutions. The company was founded in 1995 and is headquartered in Atlanta, Georgia. Intradiem's solutions help companies optimize their workforce by automating tasks such as call routing, scheduling, and training. The company's software uses artificial intelligence and machine learning to analyze data and make real-time decisions. Intradiem's customers include companies in the financial services, healthcare, and telecommunications industries. The company has offices in the United States, Canada, and India.
Learn more about Intradiem
Size
100 employees
Industry
Enterprise Technology
Founded
1995
* Ladders Estimates

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