TL;DR

Director, Product Support (AI): Leading a global Product Support organization, developing and executing support strategies aligned with business objectives, and ensuring delivery of mission-critical CX solutions. Focus on leveraging AI, digital, and self-service solutions to transform customer support experience, driving efficiency, and proactive resolution across global teams.

Location: Hybrid (Manila, Philippines) with responsibility for APAC team coverage and up to 20% global travel.

Company

%hirify_global% empowers over 8,000 organizations worldwide to create the best customer and employee experiences using an AI-powered Experience Orchestration platform.

What you will do

Provide input for organizational planning, budgets, and training to global leadership.
Lead a global Product Support organization, fostering a culture of customer obsession and continuous improvement.
Develop and execute support strategies aligned with business objectives, focusing on customer value.
Ensure world-class reliability and responsiveness for mission-critical CX solutions.
Leverage AI, digital, and self-service solutions to transform the customer support experience.
Partner with Product, Engineering, and Customer Success to drive innovation based on customer feedback.

Requirements

10+ years of progressive leadership experience in technical support or customer-facing SaaS operations, preferably in CX technology.
Strong track record of leading global, high-performing teams in fast-paced environments.
Experience with multi-national business cultures and global teams.
Expertise in cloud delivery models, digital transformation, and AI-powered support solutions.
Exceptional communication and executive presence, with experience engaging directly with C-level customers.
Ability to travel up to 20% globally.

Culture & Benefits

Independence to make a larger impact and take ownership of work.
Culture of empathy and collaboration.
Focus on coaching, empowerment, and growth for top talent.
Great benefits and perks like larger tech companies.
Opportunities to drive customer loyalty, growth, and retention.