2 weeks ago

Senior Director of Digital Technology for Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Lead the strategy and transformation of customer support digital technologies, owning a portfolio that delivers consistent, scalable experiences across digital and assisted channels. Drive value-stream orchestration through close partnership with Customer Support and HPS operations, overseeing product, solution, and architecture alignment. Improve omnichannel workflows, self-service, and AI-enabled tools to boost customer and agent experiences while managing performance, cost, compliance, and cross-functional governance.

Location: Austin

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Director level

Key Responsibilities

•Develop and execute the digital technology strategy for customer support, focusing on scalability, AI enablement, and improved customer and agent experiences.
•Lead a team responsible for customer support technology products and sub-domains, aligning product, solution, architecture, and delivery to business priorities.
•Partner with stakeholders to shape demand and translate requirements into technology and product priorities, supporting change management and adoption.
•Oversee product and solution management for customer support technologies, driving improvements in omnichannel support, workflow orchestration, self-service, and AI-enabled tools.
•Manage the customer support technology portfolio for value realization, performance measurement, cost management, compliance, and continuous improvement.

Travel: Medium travel

Pay and Benefits

Salary: USD 210,150 - 320,250 annually

Key Requirements

•Graduate degree in Computer Science, Information Technology, Business Administration, Engineering, or a related field (master’s or MBA preferred).
•Minimum 10 years of progressive experience in customer support technology, contact center operations, digital transformation, CRM modernization, or enterprise customer engagement.
•Hands-on experience with digital support operations, omnichannel service models, CCaaS and CRM platforms, and integrating AI-enabled capabilities.
•Proven success leading large-scale transformation initiatives across global or multi-site environments, including complex programs and cross-functional teams.
•Experience working with compliance frameworks and managing data privacy and residency requirements in customer-facing operations.

Experience:10+ years

Education:Master's

Skills:Strategic leadershipStakeholder managementChange managementCommunicationAnalytical problem-solving

Certifications:PMPPRINCE2AgileITIL

Tech Stack:CCaaSCRMAIGenerative AIWorkflow orchestrationAnalyticsDigital routingTelephonyVirtual assistantsSelf-serviceOmnichannelAuthenticationValidationIntegrationUI/UXFinOps

Company Brief

Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.

Industry: Hardware Devices

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Palo Alto, United States

Founded: 1939

Glassdoor: 3.8

Website LinkedIn

Loading job details...

Preparing the role view and application actions.