Sr. Director, Support Intelligence & Transformation

At Everbridge, our mission is to help protect people and communities during their most critical moments. As a global leader in critical communications, public warning, and enterprise safety solutions, we enable governments, emergency services, and organizations worldwide to deliver trusted, life-saving communications at scale. We are looking for Sr. Director, Support Intelligence & Transformation. This is a remote/home-based role to be based anywhere in the US. In this role as a Sr. Director, Support Intelligence & Transformation, you will be responsible for driving the evolution of Global Support into a more proactive, intelligence-driven, AI-enabled customer operations organization. This role serves as the operational transformation leader for the Support organization, owning operational intelligence, escalation governance, support telemetry, workflow automation, operational readiness, systems optimization, and cross-functional operational alignment across Support, Product, Engineering, and Customer Experience teams. The position is designed to help scale and modernize support operations through a combination of: AI-enabled workflows; operational analytics and telemetry; automation and orchestration; service governance; customer experience intelligence; operational maturity initiatives. This is not a traditional support delivery management role. Instead, it is focused on building the future-state support operating model by enabling scalable, proactive, and intelligence-driven customer operations.

Responsibilities

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; Coordinate operational readiness for major releases, customer-impacting events, and strategic initiatives; Drive post-incident operational reviews and continuous improvement initiatives; Oversee support operational tooling and systems optimization; Lead and mentor operational support functions including escalation governance, systems, analytics, and operational readiness teams

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

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