Director, Application Support

*Must be located on-site in West Chester, Ohio office

*Must have SaaS Support Leadership experience to be considered

Job Description

The Director, Application Support oversees global Application Support Managers, ensuring that customer satisfaction and operational goals are met on a timely basis. The successful candidate will oversee support operations of their group to ensure projects are completed on time and requests are addressed to standards. The Director, Application Support coordinates with clients, works on escalations, partners closely with engineering management, and supervises individual contributors as well as managers. The Director, Application Support consistently develops strategies to continuously improve operational efficiency, drive customer self service and improve employee satisfaction and retention. They must also maintain quality control procedures and minimize risks.

Key Responsibilities

• Manage multiple global support teams, setting goals and managing outcomes for managers of key application support groups, as well as individual performers reporting to up to them.
• Conduct Performance Reviews with staff members and managers to help them to achieve their development plans as well as career progression goals. 
• Help define and execute key strategic programs to drive customers self service, improve customer satisfaction while improving Support efficiency.
• Conduct business process and requirements analysis and advise on key production decisions concerning the platform and the supporting technologies.
• Evaluate risks related to ticket management, business process definition, testing processes, internal controls, customer communications, training, and organizational change management• Drive operations, identify resources, and align cross functionally.
• Setup and Drive the adoption of best practices around ticket management, call answering, communication, quality, controls, security, and performance.
• Responsible to ensure tasks are on schedule and the team has the information and support they need (clear hurdles as necessary or escalate to leadership for support).
• Ensure development team is executing appropriate testing for the effort at hand. Includes new code, regression, edge cases, exception, and performance testing.

Skills and Experience

• 12+ years of professional experience in software support (Agile methodologies preferred)
• Experience in rapid scaling customer support operations, with examples of improvements in customer self service and support efficiencies
• 3+ years experience in managing customer critical accounts and customer wide escalations
• Knowledge of latest practices in support (AI, Machine Learning, Chatbot , knowledge management)
• 7+ years experience in leading and managing project and support teams
• Comfortable working with big cross functional teams
• Experience having managed and scaled teams of 50+ people
• Product/Software experience (Automotive preferred)
• Intelligent builder, dedicated doer, and empathetic leader who enjoys developing teams and creative strategies
• Excellent verbal and written communication skills, with experience interacting with leaders at multiple levels as well as ability to demonstrate strong analytical and problem solving skills
• Proven experience of delivering results in high pressure environments using standard project management techniques and disciplines

Perks and Benefits

• Competitive compensation and generous stock options  
• 100% employer-paid top-of-the-line medical, dental and vision coverage  
• Great benefits including unlimited PTO, parental leave and free snacks and beverages  
• The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies  
• Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper  
• Work on the latest and coolest technologies – everything is home-grown and built ground-up  
• A dynamic work environment with a strong sense of community and collaboration  
• The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy  
• Exciting opportunities for career growth and development  

Current Tekion Employees – Please apply via Greenhouse Internal Job Board