Associate Director, Non-Clinical Safety Assessment
Simplify
Director of Support Experience and Strategy
GitLab
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $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
