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Confidential · 22 hours ago

Director of Support Operations

Richmond, VA

Full-time

Onsite

Director/Executive

$145K/yr - $175K/yr

8+ years exp

Confidential is a Richmond-area technology and services organization seeking a Director of Support Operations to oversee and scale its customer support and service operations. This leader will be responsible for driving performance across internal and outsourced support teams, improving operational efficiency, and ensuring a consistent, high-quality customer experience across multiple support channels.

Marketing & Advertising

Responsibilities

Lead and evolve end-to-end support operations, including in-house and outsourced call center functions

Establish and refine operating models, service levels, and accountability frameworks across support teams and partners

Oversee support systems, tools, and workflows to ensure efficient intake, triage, escalation, and resolution of customer issues

Partner closely with internal technical, product, and service organizations to drive alignment and resolve cross-functional issues

Analyze performance data and operational metrics to identify trends, gaps, and improvement opportunities

Drive workforce management, quality assurance, and training initiatives to improve consistency and performance

Optimize self-service, automation, and demand-reduction initiatives while maintaining customer satisfaction

Manage operational budgets and vendor relationships, balancing cost control with service excellence

Provide oversight and governance for offshore and third-party support providers

Align closely with monitoring, dispatch, and asset-tracking functions to support proactive issue resolution

Ensure clear escalation paths and incident management practices are consistently followed

Qualification

Customer support operationsOperational leadershipPerformance managementCall center managementOutsourced support managementTechnical systems coordinationStakeholder managementContinuous improvement mindsetCommunication skills

Required

8+ years of experience in customer support operations or a related operational leadership role

3+ years leading managers or teams within a call center or multi-channel support environment

Experience scaling support organizations in growth-stage or complex operational environments

Proven success managing outsourced or offshore support partners

Strong understanding of operational metrics, reporting, and performance management

Experience working across technical systems and coordinating with engineering or service teams

Comfortable operating across intake, monitoring, dispatch, resolution, and post-incident review workflows

Strong leadership presence with excellent communication and stakeholder management skills

Customer-centric mindset with a continuous improvement orientation

Benefits

Relocation support may be available and will be discussed with qualified candidates.

Company

Confidential

Silicon Valley, California US, US

51-200 employees

Funding

Current Stage

Growth Stage

Leadership Team

Roshan Syed

Global Talent Partner

Company data provided by crunchbase