Director of Global Support Operations
About The Position
At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. About the Role As Snowflake scales, we are seeking a Director of Global Support Operations to influence and execute our organizational-level support strategy. This leader will be responsible for transforming our global support infrastructure into an AI-accelerated, outcome-based engine that prioritizes service excellence and customer satisfaction. In this role, you will lead a global team united by a mission to improve the customer experience through operational excellence. You will balance the daily reliability of our support engine with a "dual-track" focus on replacing legacy manual processes with automated, predictive systems. You will empower your managers to take on more scope, ensuring the global team remains aligned with Snowflake's strategic goals. Reporting to senior leadership, you will work cross-functionally with Support, Sales, Product, and Engineering to address inefficiencies and drive continuous learning through customer advocacy. This is a unique opportunity for a transformation operations leader to architect the future of Global Support and support operations at scale while fostering a culture of proactive intelligence.
Requirements
- 10+ years in Support/Operations: Technical support background with proven experience in support excellence and managing global operations.
- Track record of leading operational transformations and replacing manual workflows with AI/automated systems.
- Ability to participate in and influence organizational-level strategy while collaborating across cross-functional boundaries.
- Experience in developing hiring strategies and motivating high-performing teams through change and growth.
Responsibilities
- Serve as a strategic partner to the Head of Global Support, her regional leaders, and the broader Support leadership team to align operational goals with organizational strategy, ensuring consistent service delivery and collaborative problem-solving across all territories.
- Assist in developing an annual business plan that incorporates support best practices to meet market and company growth requirements.
- Design and maintain a tiered support service model that aligns service levels with customer needs, ensuring clear value propositions across all support tiers while balancing cost-to-serve.
- Establish a scalable framework for continuous learning, tool proficiency, and knowledge management, ensuring support engineers globally have the training, documentation, and resources to deliver consistent, high-quality assistance.
- Transition global support teams from manual allocation to a skill-based, AI-augmented staffing model that optimizes resource deployment across technical domains.
- Develop hiring and retention strategies for optimal staffing, partnering with recruiting to define profiles that meet Snowflake's evolving support needs.
- Define and track global and geo-level success metrics, shifting focus from traditional volume to outcome-based measures like customer consumption uplift.
- Analyze operations to provide cost-effective suggestions for improvement, utilizing data to address global inefficiencies proactively.
- Institutionalize learnings from customer experiences and support data to drive continuous improvement in global support operations.
- Empower managers to take on more responsibility, giving them the space to grow their teams without micro-management.
- Inspire and motivate staff members during challenging times or tight deadlines, maintaining high morale and energy across the global organization.
- Ensure decisions on difficult matters are made thoughtfully and acted upon effectively, holding peers and team members accountable.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
