Director of Global Support Operations (AI)

TL;DR

Director of Global Support Operations (AI): Transforming global support infrastructure into an AI-accelerated, outcome-based engine with an accent on operational excellence and service delivery. Focus on replacing legacy manual processes with automated predictive systems and optimizing resource deployment through AI-augmented staffing.

Location: Remote (USA)

Compensation: $282,500 – $423,750

Company

Snowflake is powering the era of the agentic enterprise, seeking AI-native thinkers to reinvent how work gets done through an experimental mindset.

What you will do

• Design and execute organizational-level global support strategies to prioritize service excellence and customer satisfaction.
• Lead the transformation of manual workflows into AI-accelerated, predictive systems to replace legacy processes.
• Develop a tiered support service model that aligns service levels with customer needs and value propositions.
• Establish scalable frameworks for global support enablement, tool proficiency, and knowledge management.
• Implement AI-augmented staffing models to optimize resource deployment across technical domains.
• Define and track outcome-based success metrics, shifting focus toward customer consumption uplift.

Requirements

• 10+ years of experience in Technical Support and Global Operations.
• Proven track record of leading operational transformations and automating manual workflows using AI.
• Ability to influence organizational-level strategy and collaborate across cross-functional boundaries.
• Experience in developing hiring strategies and motivating high-performing teams through change.
• Must be based in the United States.

Culture & Benefits

• AI-native work culture treating AI as a high-trust collaborator core to problem-solving.
• Experimental environment that encourages rapid testing of emerging capabilities.
• Low-ego culture that thrives in dynamic and fast-moving environments.
• Opportunity to architect the future of Global Support and support operations at scale.