[Remote] Director of Global Support Operations
Note: The job is a remote job and is open to candidates in USA. Snowflake is a company focused on transforming the way enterprises operate through AI-native strategies. They are seeking a Director of Global Support Operations to lead the transformation of their support infrastructure into an AI-accelerated, outcome-based engine that prioritizes service excellence and customer satisfaction.
Responsibilities
- Serve as a strategic partner to the Head of Global Support, her regional leaders, and the broader Support leadership team to align operational goals with organizational strategy, ensuring consistent service delivery and collaborative problem-solving across all territories
- Assist in developing an annual business plan that incorporates support best practices to meet market and company growth requirements
- Design and maintain a tiered support service model that aligns service levels with customer needs, ensuring clear value propositions across all support tiers while balancing cost-to-serve
- Establish a scalable framework for continuous learning, tool proficiency, and knowledge management, ensuring support engineers globally have the training, documentation, and resources to deliver consistent, high-quality assistance
- Transition global support teams from manual allocation to a skill-based, AI-augmented staffing model that optimizes resource deployment across technical domains
- Develop hiring and retention strategies for optimal staffing, partnering with recruiting to define profiles that meet Snowflake's evolving support needs
- Define and track global and geo-level success metrics, shifting focus from traditional volume to outcome-based measures like customer consumption uplift
- Analyze operations to provide cost-effective suggestions for improvement, utilizing data to address global inefficiencies proactively
- Institutionalize learnings from customer experiences and support data to drive continuous improvement in global support operations
- Empower managers to take on more responsibility, giving them the space to grow their teams without micro-management
- Inspire and motivate staff members during challenging times or tight deadlines, maintaining high morale and energy across the global organization
- Ensure decisions on difficult matters are made thoughtfully and acted upon effectively, holding peers and team members accountable
Skills
- 10+ years in Support/Operations: Technical support background with proven experience in support excellence and managing global operations
- Transformation Fluency: Track record of leading operational transformations and replacing manual workflows with AI/automated systems
- Strategy Influence: Ability to participate in and influence organizational-level strategy while collaborating across cross-functional boundaries
- People Leadership: Experience in developing hiring strategies and motivating high-performing teams through change and growth
Company Overview
Company H1B Sponsorship