Sr. Director, Support Intelligence & Transformation

Everbridge
United States
Workplace: RemoteFull timeUSD 174,000 - 220,000 annuallyFunction: Executive & General ManagementExperience: 7+ yearsSkills: ["Leadership","Communication","Analytical","Problem-solving","Collaboration"]

Lead operational transformation of Everbridge's Global Support into an intelligence-driven, AI-enabled customer operations function. Own escalation governance, telemetry, analytics, and release readiness; drive cross-functional workflow automation and service readiness while partnering with Product, Engineering, CX, and Enablement to scale Support.

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FursaFursa
Everbridge
Everbridge
3 months ago

Sr. Director, Support Intelligence & Transformation

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead operational transformation of Everbridge's Global Support into an intelligence-driven, AI-enabled customer operations function. Own escalation governance, telemetry, analytics, and release readiness; drive cross-functional workflow automation and service readiness while partnering with Product, Engineering, CX, and Enablement to scale Support.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Sr. Director level

Key Responsibilities

  • •Oversee and evolve the Support Intelligence & Transformation function to a proactive, AI-enabled operation
  • •Define and improve visibility into escalation trends, customer risk indicators, bottlenecks, and release readiness signals
  • •Lead cross-functional initiatives in workflow orchestration, automation, and operational analytics to scale support
  • •Partner with Product, Engineering, CX, TAM, and Enablement to enact structured feedback loops and operational improvements post-release
  • •Provide leadership and mentorship to escalation governance, telemetry, and operational readiness teams to drive accountability and maturity

Pay and Benefits

Salary: USD 174,000 - 220,000 annually
Perks:Health InsuranceDental401kLife InsuranceGym Membership

Key Requirements

  • •7+ years of experience in technical support, support operations, customer operations, service management, or operational transformation leadership
  • •Experience leading operational transformation initiatives within SaaS or enterprise software environments
  • •Strong understanding of AI-enabled operational workflows, automation, or operational intelligence models
  • •Experience with support telemetry, escalation governance, workflow orchestration, and operational analytics
  • •Experience partnering cross-functionally with Product, Engineering, CX, and customer-facing organizations
Experience:7+ yearsSaasEnterprise softwareCustomer operations
Skills:LeadershipCommunicationAnalyticalProblem-solvingCollaboration
Tech Stack:AIAnalyticsTelemetryAutomationWorkflow orchestration

Company Brief

Everbridge
Provides critical event management and public warning solutions that help organizations detect, manage, and respond to incidents. Offers mass notification, incident management, and operational resilience tools for enterprises, government agencies, and healthcare providers.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Burlington, United States
Founded: 2002
WebsiteLinkedIn