Senior Director of Support, AMER

Guidewire Software

. Oversee day-to-day operations of the Application and Platform Support teams in the USA, Canada, and Brazil, ensuring KPI delivery across Guidewire’s diverse product suite.

Posted 5/14/2026full-timeSan Mateo • California • 🇺🇸 United StatesSenior💰 $174,000 - $334,000 per yearWebsite

Tech Stack

Tools & technologies

Guidewire

About the role

Key responsibilities & impact

Oversee day-to-day operations of the Application and Platform Support teams in the USA, Canada, and Brazil, ensuring KPI delivery across Guidewire’s diverse product suite.
Balance ensuring a globally consistent and scalable approach to support with regional customization to ensure success of the business.
Set goals and monitor KPIs such as CSAT, Initial Response, Time to Resolve, and Escalation Rates, ensuring data-driven decision-making.
Drive continuous improvement through existing and future team performance and quality frameworks, leveraging analytics and benchmarking to identify gaps and optimize processes.
Develop and adopt AI-powered support delivery mechanisms to improve efficiency and service quality.
Build and lead high-performing Application and Platform support teams, including recruitment, onboarding, and career development initiatives.
Measure and track employee attrition as a success measure.
Drive a culture of accountability, collaboration, transparency, customer obsession, and data‑driven decision‑making across diverse teams.
Foster a sense of urgency to resolve customer issues and encourage high levels of customer interaction.
Conduct regular performance reviews, succession planning, and leadership coaching to ensure organizational resilience.
Lead the regional team through periods of transformation and growth, ensuring employees are supported, informed, and empowered as the business evolves.
Develop and execute regional support strategies aligned with global objectives and growth targets.
Determine required staffing levels in each office location to ensure adequate time zone coverage and effective regional hand-offs.
Collaborate with other leaders both within GGS and across the Product Development & Operations organization on transformation initiatives to scale support operations, including automation, self-service, and AI-driven support tools.
Represent the voice of the customer in regional and global leadership forums, influencing product roadmaps and service enhancements.
Maintain readiness to contribute to global strategic planning and decision-making when required.
Own regional escalation visibility to the senior leadership team, ensuring timely and effective resolution of high-impact issues.
Help to organize and participate in on-shift and on-call rotas as required to ensure engineer and leadership coverage.
Provide weekly reporting on regional support performance, highlighting trends and improvement opportunities.
Partner with Product Engineering and Customer Success to align support capabilities with evolving customer needs and product changes.
Collaborate with HR, Finance, and Legal on workforce planning, budgeting, and compliance matters.
Lead regional communications and change management efforts, ensuring alignment with global initiatives.

Requirements

What you’ll need

Bachelor’s Degree in Computer Science or related field.
10+ years in customer support leadership roles, ideally in high-growth B2B SaaS or technology environments.
At least 8 years of experience leading geographically-dispersed teams of 60 people or more.
Successful experience managing teams at scale, including remote and multilingual support functions.
Proven success in scaling support operations across multiple regions or business units.
Strong understanding of support metrics, tooling (e.g., Salesforce, Jira), automation strategies, and AI-driven solutions.
Ability to operate effectively at an executive level, influencing global priorities and contributing to strategic decisions.
Familiarity with global support models, including follow-the-sun and tiered support structures.
Experience with tiered-level support opportunities and challenges, including cultural requirements and language needs, and time zone coverage.
Proven ability to lead through influence, build cross‑functional alignment, and translate strategy into measurable results.
Exceptional communication, executive presence, and the ability to inspire teams through change.
Background in implementing automation, AI, or self-service strategies.
Experience implementing and leveraging AI-enabled support technologies (e.g., chatbots, agent assist, automation, intelligent routing, workflow optimization) to drive efficiency and enhance customer outcomes.

Benefits

Comp & perks

Competitive Market Salary
Annual Bonus
LTI (Long-Term cash or stock Incentive)
FlexWork options
Group Medical Insurance
Annual Wellness Reimbursement
Unlimited paid time off
26 weeks paid maternity leave
16 weeks paid paternity leave
3 paid days volunteering and many more

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer support leadershipsupport metricsautomation strategiesAI-driven solutionsscaling support operationsgeographically-dispersed team managementtiered support structuresworkflow optimizationdata-driven decision-makingperformance measurement

Soft Skills

executive presenceinfluencing global prioritiescross-functional alignmentcommunicationteam inspirationcollaborationaccountabilitytransparencycustomer obsessionleadership coaching

Certifications

Bachelor’s Degree in Computer Science