Director, Program Management

Sight Machine•Ann Arbor, MI

60d•Hybrid

About The Position

As a Director of Support, you will lead and scale a global technical support organization delivering world-class service for Sight Machine's Manufacturing Data Platform. You will be responsible for ensuring exceptional customer experiences through proactive support, rapid issue resolution, and continuous improvement of support operations for our Azure-based SaaS platform that processes complex manufacturing data at scale. Working with iconic manufacturers and technology leaders, including Microsoft, Nvidia, Siemens, and Databricks, you'll build and manage a high-performing support team capable of handling sophisticated technical challenges involving live streaming data pipelines, analytics workloads, and AI-powered recommendation agents. If you are passionate about customer success, technical excellence, and building scalable support operations for cutting-edge Industrial AI and data platform technologies, this role is for you. Why join Sight Machine's Services Team Our team is a hungry, humble, smart group of data architects, data scientists, data engineers, project managers, software developers, and customer engagement managers who work collaboratively to solve some of the most complex challenges facing our manufacturing customers. We are laser-focused on trusting and empowering each other, working to solve today's problems (while knowing tomorrow will bring a few more), and getting a little better every day.

Requirements

Extensive experience leading and scaling technical support or customer success operations, preferably for enterprise SaaS platforms with complex deployment requirements
Demonstrated ability to manage high-severity incidents and complex technical escalations with composure, clear communication, and effective cross-functional coordination
Proven track record of building high-performing, globally distributed support teams with strong technical capabilities and customer-centric cultures
Exceptional problem-solving skills with the ability to diagnose complex technical issues spanning multiple system layers and coordinate resolution across teams
Outstanding verbal and written communication skills, with the ability to translate technical concepts for non-technical audiences and represent customer needs to engineering and product teams
Experience establishing support operations frameworks, including SLA definitions, on-call rotations, escalation procedures, knowledge management, and continuous improvement processes
Strong analytical and data-driven mindset, with experience using metrics and dashboards to drive operational improvements and demonstrate support value to leadership

Nice To Haves

Deep technical expertise in cloud infrastructure (Azure strongly preferred), including IaaS, PaaS services, networking, security, monitoring, and troubleshooting distributed systems
Strong understanding of data platforms, including data ingestion, streaming data architectures, ETL/ELT pipelines, data warehousing, and analytics workloads
Experience supporting manufacturing operations technology, industrial IoT platforms, or manufacturing OT data systems
Hands-on experience with Azure-specific services such as Azure Data Factory, Azure Stream Analytics, Azure Databricks, Azure Kubernetes Service, or Azure IoT Hub
Background in data engineering, data science, or software development, with an understanding of how platforms are built and deployed
Experience with AI/ML platforms, model deployment, and supporting recommendation systems or other AI-powered applications
ITIL, Azure, or other relevant technical certifications
Experience working with major technology partners in a support or technical alliance capacity

Responsibilities

Lead and scale a global technical support organization, including onboarding, developing, and mentoring support engineers, including those from offshore resource partners, across multiple time zones to provide comprehensive coverage for our customers
Own the end-to-end support experience, from initial incident triage through resolution, ensuring customers receive timely, accurate, and empathetic support for complex technical issues, especially involving Azure infrastructure, data streaming pipelines, and AI/ML workloads
Establish and maintain support SLAs, KPIs, and operational metrics; drive continuous improvement initiatives to enhance first-response time, resolution time, client satisfaction scores, and support efficiency
Serve as the technical escalation point for critical customer issues, coordinating across engineering, product, and client outcomes teams to drive rapid resolution of complex platform, data integration, and performance challenges
Build deep subject matter expertise in the Manufacturing Data Platform, including data ingestion from factory floor systems, streaming data architecture, Azure deployment patterns, analytics capabilities, and AI tools and functionality
Partner closely with Engineering and Product teams to ensure customer feedback informs product roadmap priorities, drive root cause analysis of recurring issues, and champion improvements to platform reliability and supportability
Develop and maintain comprehensive support documentation, knowledge bases, runbooks, and training materials to enable both customers and internal teams to troubleshoot common issues independently
Implement and optimize support tools, ticketing systems, monitoring and alerting infrastructure, and customer communication channels to improve support team productivity and customer experience
Collaborate with Engineering, Infrastructure, and Data Architecture teams to ensure smooth handoffs in ongoing support, proactive identification of at-risk accounts, and continuous value delivery
Work with major ecosystem partners, including Microsoft, Nvidia, and Databricks, to coordinate support for integrated solutions and escalate platform-level issues when necessary
Drive initiatives to improve platform observability, automated diagnostics, and self-service capabilities that reduce support burden while empowering customers

Benefits

Competitive Salary + Stock Options
Health Care Coverage + Life Insurance + Health Savings Account + Flexible Spending
Account (includes spouse + children)
Flexible Vacation Policy
Adaptable Working Schedule and Environment
Casual Dress Attire
Hybrid work flexibility
Catered Lunches, Snacks and Beverages
Commuter Savings Program
Company Outings
Designated Volunteering Hours + Group Volunteer Events