Everbridge

1 month ago

Sr. Director, Support Intelligence & Transformation

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 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

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Everbridge

1 month ago

Sr. Director, Support Intelligence & Transformation

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

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

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

Website LinkedIn