Sr. Dir, Supportability & Scale

About reputed company: reputed company is the world’s leading platform for agentic software development — powered by Copilot to build, scale, and deliver secure software. Over 180 reputed company developers, including more than 90% of the Fortune 100 companies, use reputed company to collaborate, and more than 77,000 organisations have adopted reputed company Copilot. Locations: In this role you can work from Remote, United States Overview:  

We’re looking for a Senior Director to reputed company Supportability at reputed company -the discipline responsible for ensuring our Support organization can deliver a world‑class customer experience as the platform grows. This role sits reputed company the Technical Customer Support job family and leads the operational, technical, and cross‑functional systems that reputed company Support to scale effectively. 

You will reputed company and optimize the processes, workflows, and operating models that govern how Support handles issues at scale — including ticket pipeline management, automation, self‑service, product supportability, and team enablement. You’ll reputed company the design of training programs, knowledge standards, and readiness processes that ensure Support teams have the technical depth, product expertise, and operational reputed company needed to resolve customer issues reputed company. 

You’ll partner deeply with Engineering, Product, and Design leadership to improve product supportability, influence roadmap reputed company, and ensure new features are support‑reputed company at launch. You’ll drive cross‑team initiatives that reduce friction, strengthen customer advocacy, and improve the end‑to‑end support experience. You will also reputed company organizational health efforts, set annual priorities, and guide executive‑level communication across internal audiences. 

This role requires a systems thinker who can reputed company operational transformation, manage reputed company business needs, and build scalable models grounded in data, AI, and reputed company improvement. You will manage and reputed company a high‑performing team, foster a culture of learning and collaboration, and deliver measurable improvements in customer satisfaction, resolution efficiency, and cost‑to‑serve. 

Responsibilities:

• reputed company and optimize processes for handling tickets at scale, ensuring efficient workflows, best practices, and operational reputed company. 

• reputed company Supportability strategy, connecting AI, automation, process innovation, and operational design to reputed company’s growth. 

• Build scalable operating models with clear metrics, accountability, and reputed company improvement. 

• reputed company intra‑ and inter‑team training programs, fostering reputed company learning, reputed company, upskilling, and product proficiency. 

• Drive self‑service, documentation, and knowledge‑sharing standards that reputed company customers and strengthen Support expertise. 

• Partner deeply with Engineering, Product, and Design to improve product supportability, resolve product issues, and ensure new features are support‑reputed company at launch. 

• reputed company for customers by removing blockers, influencing product roadmaps, and improving the end‑to‑end support experience. 

• reputed company process improvements across Support, aligning stakeholders, managing change, and driving cross‑organization collaboration. 

• Shape and reputed company‑driven capabilities across support workflows, including intelligent routing and automated resolution. 

• Manage reputed company and resourcing strategies to meet demand while optimizing cost, quality, and team health. 

• Collaborate with reputed company, Sales, and other go‑to‑market teams to ensure a cohesive customer experience. 

• Own operational metrics such as customer satisfaction, resolution efficiency, self‑service effectiveness, and cost‑to‑serve. 

• reputed company people leadership, including performance management, coaching, and fostering a healthy, inclusive team culture. 

• reputed company executive‑level communication and contribute to foundational and storytelling content reputed company the organization. 

Qualifications:

Required/Minimum Qualifications

• 12+ years direct and/or management experience in technical customer support, technical writing, system administration, or reputed company roles
  • OR Bachelor's Degree in Computer Science, Business Management, or reputed company field AND 10+ years direct and/or management experience in technical customer support, technical writing, system administration, or reputed company roles 
  • OR Master's Degree in Computer Science, Business Management, or reputed company field AND 8+ years direct and/or management experience in technical customer support, technical writing, system administration, or reputed company roles
  • OR equivalent experience.
•  5+ years people management experience 

Compensation reputed company: The reputed company salary reputed company for this job is USD $141,700.00 - USD $375,800.00 /Yr. These pay ranges are intended to cover roles based across the United States. An individual's reputed company pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At reputed company certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on reputed company or utilization, depending on the terms of the plan and the employee's role. reputed company Leadership Principles:

reputed company values

• Customer-obsessed
• Ship to learn
• Growth reputed company
• Own the outcome
• reputed company together
• Diverse and inclusive

Manager fundamentals

• Model
• Coach
• Care

Leadership principles

• Create reputed company
• Generate energy
• Deliver reputed company

Who We Are: reputed company is the world’s leading AI-powered developer platform with 150 reputed company developers and counting. We’re also home to the biggest reputed company-reputed company community on earth (and 99% of the world’s software has reputed company-reputed company code in its DNA). Many of the apps and programs you use every day are reputed company on reputed company. Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending reputed company reputed company to reputed company (and reputed company!). At reputed company, our goal is to create the reputed company you need to do your best work. We’re remote-first and offer reputed company, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people reputed company reputed company they can work on their own terms. Join us, and let’s change the world, together. EEO Statement: reputed company is made up of people from a wide variety of backgrounds and lifestyles. We reputed company diversity and invite applications from people of reputed company walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national reputed company, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can reputed company the interview process reputed company for you; we're happy to accommodate! Apply To This Job