Senior Director - Global Support

This position is also available for employment in these areas:
Draper UT, Remote - USA
Job Description:
The Director of Support owns an integral part of Pluralsight's customer experience. This role will include developing and defining collaborative processes and relationships with all organizations across Pluralsight, including teams like Sales, Success, Professional Services, Marketing, Legal, Security, Enablement, Engineering, and Product's Strategy and Operation team.
This role will report into the Chief Customer Officer and work closely across the Support leadership, Product leadership, and Engineering leadership teams.
Who you're committed to being:

• An inspiring leader encouraging a world-class customer experience for Pluralsight customers and our Support team.
• An objective truth seeker dedicated to continuous improvement! You are not driven by ego. You are committed to data-driven decision making to improve our customer experience.
• An outstanding communicator! You are authentic and context-seeking with the ability to communicate vision across Pluralsight internally and to our external customers.

What you'll own:

• Prepare data outlining Product performance from a Support perspective
• Deliver emerging trends and risks to our customer experience
• Build cross-departmental action items and agreements
• Define and drive ongoing accountability to agreements across internal and external customers
• Represent Support in the creation, adoption and maintenance of cross-functional standard methodologies and processes across all other CoE teams
• Issue management process (including executive escalation process)
• Software development lifecycle process
• Discovery for new systems to support cross-functional efforts
• Discovery on Support requirements for acquisitions
• Implement standard reporting and benchmarking performance
• Evaluate staffing capacity, efficiency, and forecasting
• Identify key areas for improvement to Support leadership
• Provide leadership and career development to a team of analysts

Experience you'll need:

• 10+ years of experience in a Support Leadership, Support Operations, and/or Center of Excellence role
• 5+ years of experience in a high growth and high volume Support organization
• Experience with global Support
• Crafting and sharing recommendations to senior Engineering and Product leadership (Executives to Directors level)
• Excellent interpersonal skills working with remote and cross-functional teams.

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
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