Join Infios as our new Senior Director, Customer Experience, where you will lead the global strategy, operations, and continuous evolution of Level 1, Level 2, and Level 3 support for enterprise Order Management Systems (OMS). This executive leadership role is responsible for ensuring the availability, performance, scalability, and supportability of mission-critical omnichannel OMS platforms while driving operational excellence across a global customer base. You will lead geographically distributed teams, influence product and engineering roadmaps, and develop the support strategy that enables both customer success and business growth.

What a day in the life looks like:

• Define and execute the global support strategy for Level 1, Level 2, and Level 3 OMS support operations
• Lead 24x7 follow-the-sun support teams, including organizational design, staffing, capacity planning, and on-call coverage
• Establish and govern support operating models, processes, and best practices across regions
• Serve as the executive escalation point for critical customer incidents and major service disruptions
• Own incident, problem, change, and release management processes to ensure operational excellence
• Drive root cause analysis, defect reduction, and proactive service improvement initiatives
• Partner with Product, Engineering, Architecture, Cloud Operations, and Customer Success leaders to improve platform reliability and supportability
• Develop and track global support KPIs, SLAs, customer satisfaction metrics, and operational performance dashboards
• Lead production releases, upgrades, migrations, hotfixes, and platform modernization initiatives
• Drive automation, AI-enabled support capabilities, observability, monitoring, and self-service initiatives to improve efficiency and customer experience
• Establish governance for knowledge management, runbooks, operational documentation, and support readiness for new product releases and customer implementations
• Build, mentor, and develop high-performing global leadership and support teams, fostering a culture of accountability, continuous learning, and customer obsession
• Support strategic customer engagements, executive business reviews, and escalations for key accounts
• Own the global support budget, including headcount planning, vendor investments, and operational expense management
• Develop and execute a multi-year support strategy and roadmap to scale operations, improve customer outcomes, and support business growth

What you bring to the team:

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field
• 12+ years of experience in enterprise software support, operations, or managed services, including leadership of global support organizations
• 5+ years of experience leading managers and geographically distributed teams
• Deep experience supporting OMS platforms such as Infios OM, Manhattan, IBM Sterling, Blue Yonder, or similar enterprise commerce solutions
• Strong understanding of order lifecycle management, fulfillment, inventory, shipping, returns, and omnichannel operations
• Proven experience managing Level 1, Level 2, and Level 3 support functions in a global environment
• Experience leading major incident management, service recovery, and executive customer communications
• Strong knowledge of production support, batch processing, real-time integrations, and distributed systems
• Working knowledge of APIs, middleware, event-driven architectures, microservices, and integration platforms
• Experience with ITSM platforms such as ServiceNow, Jira, or Remedy
• Experience with monitoring and observability tools including Splunk, Dynatrace, Grafana, or similar technologies
• Experience supporting cloud-based environments across AWS, Azure, and/or GCP
• Demonstrated success driving automation, operational efficiency, and continuous improvement initiatives
• Exceptional executive communication, leadership, stakeholder management, and customer-facing skills
• Experience developing support strategies, managing budgets, and aligning operational investments with business objectives

Preferred:

• ITIL Foundation Certification
• Retail, eCommerce, or omnichannel experience
• Experience leading SaaS or cloud operations support organizations
• Master's degree in Business, Information Technology, or related discipline

What we do for you:
• Work in a fast-paced and dynamic environment, with international clients and colleagues
• Access to competitive Medical, Dental and Vision insurance
• The option to enroll in a 401(k) matching program
• Flexible Time Off, 11 days of paid holidays and 1 day of volunteer time per year
• Fun, casual, and flexible work environment

Salary range: USD 180,000 to USD 190,000 per year

This compensation range is indicative of the role. Compensation offered is on the basis of evaluation during the interview process, the candidate's range and depth of experience, business and market financials, and internal pay parity.

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