Opportunity DetailsQRR-4708
Sr. Director, Americas Support Lead (Hybrid Work Schedule)Houston, Texas
Senior Director, Americas Support Lead Location: Houston, Texas Model of Work: Hybrid Overview The Senior Director, Americas Support Lead is responsible for overseeing and continuously improving customer support operations across the Americas region. This role ensures that customer needs are met with efficiency, empathy, and professionalism, while aligning regional efforts with global support strategies.
As a regional leader, this position plays a pivotal role in implementing innovative solutions, leveraging data insights, and ensuring alignment with the company's digital transformation initiatives to deliver exceptional support experiences.
Responsibilities Regional Leadership: - Manage and oversee day-to-day support operations across the Americas region, ensuring alignment with global support objectives and a consistent standard of operational rigor and efficiency.
- Collaborate with Engineering, Product, and cross-functional leadership to align regional initiatives with company-wide goals and engineering roadmaps.
- Represent NA Support in executive-level forums and cross-functional planning conversations.
Team Leadership and Development: - Lead, mentor, and develop a multi-tier support management team, including directors, senior managers, and front-line managers across multiple product lines.
- Drive accountability and performance across the management layer, including coaching managers on how to develop their own teams.
- Oversee recruitment, onboarding, and ongoing development to ensure a skilled and motivated workforce.
- Promote a high-performing culture of integrity and quality, where employees feel valued, challenged, and equipped to grow.
Workforce Transformation and AI Adoption: - Lead the organization through active workforce redesign driven by AI and automation, including role transitions, span of control changes, and reskilling initiatives.
- Champion AI tool adoption at the team level, ensuring managers and agents integrate new capabilities into their daily workflows.
- Partner with Support Effectiveness and internal enablement functions to close knowledge and performance gaps identified through AI pipeline data and performance grading.
Operational Excellence: - Own key performance metrics including service level objectives (SLO), Customer Satisfaction (CSAT) score, CSAT response rate, and case backlog aging.
- Drive proactive management of the engineering-linked case backlog, coordinating with Engineering on tracked cases and escalation handling to prevent aging and resolution gaps.
- Ensure effective utilization of Salesforce, the knowledge base, and AI-assisted case tools to enable high quality communication, technical accuracy, and resolution speed.
- Identify and close process gaps, particularly around case hygiene, engineering handoff, and resolution documentation.
Management Intelligence and Decision-Making: - Use operational data as a management tool, not just a reporting mechanism - translating trends, signals, patterns, and behaviors into decisions, actions, and process improvements.
- Enable and drive accountability for evidence-based recommendations, not just surface-level observations.
- Deliver executive reporting and quarterly business reviews that connect data directly to outcomes and decisions.
And other duties as assigned. Requirements - 12+ years in customer support or customer success, with 5+ years in a leadership role including direct experience managing managers.
- Demonstrated success leading global, regional or multi-team support organizations through measurable improvements in customer experience and operational performance.
- Proven ability to lead teams through organizational change, including workforce redesign, automation adoption, or technology transformation.
- Strategic mindset with the ability to translate company-wide priorities into regional execution plans.
- Data-driven approach to decision-making, with comfort analyzing SLO trends, CSAT data, and backlog metrics to drive action.
- Excellent communication and interpersonal skills to collaborate across Support, Engineering, Product, and executive leadership.
- Customer-focused with a commitment to delivering empathetic, high-quality support at scale.
Preferred Skills - Industry experience in software or oil and gas is a plus.
- Familiarity with Salesforce CRM and SLO-based performance management frameworks.
- Experience with AI-assisted support tooling or automated case management pipelines.
Additional Details - Background Check : The successful candidate will need to successfully complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Driver's License Verification and passport/ID validation.
- Visa Sponsorship : Employment eligibility to work with Quorum Software in the United States is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.
