Director, Support Operations

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.

We are looking for a Seasoned Director to lead our Global Support operations team. The

role reports to the SVP of Global Customer Support and will build and improve processes

that identify, mitigate or prevent escalations, and ensure the underlying root causes are

addressed. This role will be responsible for the metrics, systems and processes used by our

Global support teams.

You will have the unique opportunity to lead our strategic initiatives, and drive continuous

improvement on existing programs. Your scope will include finding operational gaps which

need immediate fixing to provide a better experience for our customers.

This function will liaise with internal teams such as Support Delivery, IT to drive insights into

trends, patterns and opportunities to improve Support productivity and the Staff/customer

experience. You will partner with our IT partners in ensuring our global support team is set

up for success with the right tools and resources in place as they help our customers each

day. You will manage a distributed team of folks to provide reporting, insights, quality

control and dashboarding capabilities across the Standard support, Premium support,

Escalation team, and Field engineering Organizations.

• Developing and implementing Standard Operating Procedures and processes for the
• Global Support Organization.
• Forecast and schedule team based on volumes and trends to ensure service levels and KPIs are met.
• Monitor and report on all KPIs, Metrics reporting to executives on a Weekly/monthly basis.
• Lead key strategic initiatives, operations programs, identifying opportunities for improvement and working with the Support Delivery Leadership team on their execution.
• Participate as a stakeholder with internal teams on various projects, tool implementation and Partner with various teams to ensure operational efficiency.
• Own and manage the global technology tool set used by customer support teams
• Maintain technology vendor relationships to be future-ready for scale
• Drive Root Cause Analysis with technology partners, post incident resolution and facilitate RCA reviews with internal and external stakeholders. Identify persistent or recurring problems and recommend solutions
• Develop processes and analytical tools to highlight gaps that are causing poor customer experiences
• Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers
• Drive continuous improvement on existing escalations programs, and critically evaluate what is working well and what needs to be improved. Adjust the programs to meet the changing needs of the business
• Drive plans for tooling, product, content and process improvements with support and engineering teams
• Responsible for defining and reviewing escalation and training processes, recommending and agreeing improvements with other affected functions, then ensuring successful implementation.
• Working with the Support functional leadership to define KPIs and business instrumentation required to maximize business performance. Lead the monthly Support operational calls. 
• Using data analysis to understand and prioritize initiatives, measure and track key objectives.

• 7+ years related work experience (e.g. combination of working in an enterprise support leadership role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
• Expertise in Salesforce.com, freshservice reporting and dashboards
• Experience with visualization software such as Tableau or similar BI tools
• 3-5 years leading and developing a global team, Preferred experience with managing a remote team.
• 3+ years experience leading customer support operations, preferably in a high-growth startup environment
• 2+ years experience in workforce management (scheduling and forecasting)
• Prior experience in automation technology would be a plus
• A track record of meeting complex stakeholder needs under tight timelines and resource constraints
• Experience building efficient processes that scale across a large organization
• Ability to think and work independently, solve problems, and develop recommendations
• Must have strong background in quality processes, continuous improvement, process efficiencies and service operations
• Must be adept at organizing, analyzing, and manipulating data into cohesive reports and presentations
• Must be able to present to senior leadership in a clear and concise manner and articulate ideas in a proper format
• Exceptional communication skills, both written and verbal
• Experience working with cross functional teams
• Strong planning, analytical and organizational skills

• Iterative mentality – start with the 80% solution and improve over time
• Ability to relentlessly prioritize based on business impact
• Strong communication skills are required to align a range of stakeholders on priorities, timing, and output
• Ability to effectively handle multiple tasks and time-sensitive projects with changing priorities
• Ability to present complex technology concepts to Senior executives in an understandable way
• Drive improvements based on data analysis and evidence to bring positive change to Global Support
• Team player who will work across the organization to create and drive an actionable strategy.
• Strong change management skills are critical to implement various WW Support strategies.
• Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
• Advanced Excel/data analysis skills
• Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance.
• Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences.
• Strong communicator with excellent verbal and written skills
• Ability to build solid relationships with individuals at all levels,

If required for this role, you will:

- Complete security & privacy literacy and awareness training during onboarding and annually thereafter

- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):

> Data Classification, Retention & Handling Policy

> Incident Response Policy/Procedures

> Business Continuity/Disaster Recovery Policy/Procedures

> Mobile Device Policy

> Account Management Policy

> Access Control Policy

> Personnel Security Policy

> Privacy Policy

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

Saviynt is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.