Director, Operations - Product & Software Support

JOB TITLE: Director of Operations –  Product & Software Support
FLSA STATUS: Exempt
DEPARTMENT: Transportation
REPORTS TO: Vice President, Product
SUPERVISORY RESPONSIBILITIES: Yes
JOB LOCATION: Remote
TRAVEL: 5-10%

ESSENTIAL DUTIES & RESPONSIBILITIES

• Lead, mentor, and manage support analysts and other support personnel.
• Establish and enforce support processes, procedures, and service standards.
• Monitor ticket queues and ensure timely assignment, prioritization, and resolution of customer issues.
• Conduct daily analysis of support incidents, aging tickets, SLA compliance, and customer-impacting issues.
• Serve as the primary escalation point for unresolved support incidents and coordinate resources necessary to achieve resolution.
• Facilitate communication between customers, support staff, product management, development teams, quality assurance teams, and leadership.
• Track, report, and improve key support performance indicators, including response times, resolution times, customer satisfaction, and SLA adherence.
• Develop and maintain support documentation, knowledge base articles, troubleshooting guides, and operational procedures.
• Coordinate root cause analysis activities for significant incidents and ensure corrective actions are implemented.
• Identify recurring issues and collaborate with Product and Engineering teams to prioritize long-term solutions.
• Support software releases, production deployments, and post-implementation support activities as required.
• Participate in customer meetings, status reviews, escalation calls, and operational governance meetings.
• Ensure accurate reporting of support metrics, trends, risks, and operational concerns to leadership.
• Assist with staffing plans, workload forecasting, and resource allocation.
• Promote a culture of accountability, customer service excellence, continuous improvement, and operational discipline.
• Ensure support activities comply with company policies, security standards, contractual requirements, and applicable regulations.
• Other duties as assigned.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE)

• Bachelor's degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent work experience.
• 5+ years of experience in software, application, technical, or customer support environments.
• 2+ years of experience leading support teams or managing support operations.
• Experience managing incident escalation processes and customer-facing communications.
• Experience working with ticketing and service management platforms.
• Strong understanding of SLA-driven support operations.
• Excellent written, verbal, and interpersonal communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE)

• Experience supporting government systems, transportation systems, DMV solutions, or regulated enterprise applications.
• Experience supporting SaaS, cloud-hosted, or large-scale transaction processing systems.
• Familiarity with ITIL principles and service management best practices.
• Experience with Jira, Azure DevOps, ServiceNow, or similar support management tools.
• Knowledge of software development lifecycle (SDLC) processes.
• Experience creating support metrics dashboards and operational reporting.
• Project management or service management certifications are a plus.
• Experience supporting mission-critical systems with strict contractual SLAs.

KEY COMPETENCIES

• Customer Focus
• Leadership and Team Development
• Incident Management
• Problem Solving and Decision Making
• Communication and Stakeholder Management
• Process Improvement
• Service Delivery Management
• Escalation Management
• Accountability and Ownership
• Strategic Thinking
• Conflict Resolution
• Operational Excellence