Sr. Director, Support Intelligence & Transformation (AI)

Location: Remote, home-based, anywhere in the United States

Company

hirify.global provides critical event management, public warning, enterprise safety, and risk intelligence technology for enterprises and government organizations.

What you will do

• Establish support intelligence frameworks and operational telemetry covering escalations, customer risk, bottlenecks, supportability, and release readiness.
• Identify and implement AI-enabled workflows, automation, orchestration, and operational efficiency improvements.
• Lead escalation governance, improve response models, and coordinate readiness for releases and customer-impacting events.
• Build feedback loops between Support, Product, Engineering, Customer Experience, Technical Account Management, and Enablement teams.
• Oversee support tooling, systems optimization, process standardization, and operational scalability.
• Lead and mentor teams responsible for escalation governance, systems, analytics, and operational readiness.

Requirements

• 7+ years of experience in technical support, support operations, customer operations, service management, or operational transformation leadership.
• Experience leading operational transformation initiatives in SaaS or enterprise software environments.
• Understanding of AI-enabled operational workflows, automation, and operational intelligence models.
• Experience with support telemetry, escalation governance, workflow orchestration, and operational analytics.
• Experience partnering with Product, Engineering, Customer Experience, and customer-facing organizations.
• Strong analytical, operational, systems-thinking, collaboration, and organizational change leadership capabilities.

Culture & Benefits

• Full-time employment in the COGS – Technical Support department.
• Work remotely from anywhere in the United States.
• Focus on operational excellence, accountability, innovation, proactive customer advocacy, and organizational maturity.
• Equal employment opportunity employer with a Fair Chance Statement covering the US and Canada.