GitLab

Director of Support Experience and Strategy

GitLab

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $153,000 - $287,000 per year

Job Level

Lead

Tech Stack

SDLCTableau

About the role

  • Design and implement innovative support experiences that exceed customer expectations and differentiate GitLab in the market
  • Lead and guide the development of self-service capabilities, knowledge management systems, and community-driven support initiatives
  • Champion emerging technologies including AI-powered support tools, chatbots, and predictive analytics to enhance customer interactions
  • Establish feedback loops and voice-of-customer programs to continuously improve support touchpoints
  • Drive omnichannel support strategy ensuring seamless experiences across all customer interaction points
  • Partner with Product and Engineering teams to influence product development based on support insights
  • Develop and execute comprehensive support strategy aligned with GitLab's business objectives and customer goals
  • Create long-term roadmaps for support transformation, including technology investments, process improvements, and organization evolution
  • Define support experience metrics and KPIs that align with business outcomes and customer value
  • Lead annual planning processes, budget allocation, and resource optimization across support functions
  • Establish strategic partnerships with vendors, technology providers, and industry organizations
  • Drive cross-functional alignment with Sales, Product, Engineering, and Customer Success teams
  • Design and implement quality assurance programs to maintain consistent support delivery standards
  • Assist in definition of capacity planning and workforce management to ensure appropriate coverage across global time zones
  • Drive continuous improvement initiatives through process automation, workflow optimization, and tool consolidation
  • Develop comprehensive analytics framework to measure support performance, customer satisfaction, and business impact
  • Create executive dashboards and reporting systems that provide actionable insights for leadership decision-making
  • Conduct deep-dive analysis on support trends, customer behavior patterns, and operational metrics
  • Implement predictive modeling to forecast support demand, identify at-risk accounts, and optimize resource allocation
  • Establish data-driven decision-making culture within the support organization
  • Partner with Business Intelligence and Data Science teams to leverage advanced analytics capabilities
  • Establish talent development programs, career progression frameworks, and succession planning
  • Help drive diversity, inclusion, and belonging initiatives to build representative and inclusive teams
  • Implement performance management systems that recognize and reward exceptional customer advocacy

Requirements

  • 10+ years of progressive leadership experience in customer support, success, or related customer-facing roles
  • 5+ years of experience in director or VP-level positions with P&L responsibility
  • Proven track record of building and scaling support organizations in high-growth technology companies
  • Experience with DevOps, software development tools, or related technical products
  • Strong analytical skills with experience in data-driven decision making and performance optimization
  • Demonstrated expertise in support technology platforms, CRM systems, and analytics tools such as Zendesk, Salesforce, Tableau, and Snowflake
  • Excellent communication and presentation skills with ability to influence at all organizational levels
  • Experience with open-source software communities and development workflows
  • Background in SaaS, enterprise software, or developer tools
  • Experience with GitLab or similar DevOps platforms
  • Track record of successful digital transformation initiatives
  • Experience with remote-first organizational models and global team management