Director

• Build & lead a high performing team
• Define role responsibilities and team structure for your team
• Lead team members during a period of organizational transition
• Foster a culture of drive, self-directed learning, and continuous improvement
• Create clarity and psychological safety while maintaining high performance standards through organizational change
• Cut through ambiguity to create actionable plans and maintain unwavering focus on outcomes
• Drive AI support from concept to launch with aggressive timelines
• Establish quality dashboards and baseline metrics as early foundational work
• Continuously drive improvements & evolution of the AI support tooling with focus on measurable results
• Build comprehensive dashboards and reporting that give real-time visibility into product health
• Establish monitoring systems across all quality data sources: support tickets, bugs, internal systems, and qualitative feedback
• Create proactive alerting and communication when quality trends shift
• Partner with the Engineering and Product teams to drive continuous quality improvements
• Define scalable processes and protocols across product, engineering, and customer facing teams
• Establish standards for customer communications during platform issues, outages, or changes
• Lead high-stakes, complex customer communications in partnership with account teams
• Own the AI support strategy - Define the roadmap for AI support capabilities and set accuracy/deflection targets
• Drive data-informed decisions - Establish KPIs, create dashboards, and use analytics to identify improvement opportunities
• Evolve AI support tools & process while balancing balancing ongoing quality and support needs

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