Director, Support Strategy and Operations
About The Position
Illumio is seeking a Director, Support Strategy and Operations to build and lead a new Customer Experience (CX) Operations function from the ground up. This role will establish the strategic operating backbone for Professional Services, Customer Success, Support, and Training. The Director will own the end-to-end Support operating model, focusing on business rhythms, metrics, governance, and cross-functional accountability to drive operational efficiency through automation and AI. This is a player-coach role requiring both strategic direction and hands-on involvement with data, processes, and tooling. The position reports directly to the VP of Customer Experience and is a key member of the CX Ops leadership team. The CX organization is undergoing a transformation towards a proactive, data-driven model to provide leaders with constant visibility into performance and risks.
Requirements
- 10+ years in customer support operations, technical support, or CX operations in a B2B enterprise software or SaaS environment.
- At least 5+ years in a leadership role.
- Proven track record designing and owning operating cadences, not just participating in them.
- Experience building or significantly maturing a knowledge management program, preferably in an AI-augmented context.
- Deep familiarity with support tooling, case routing, taxonomy, automation, and workflow design.
- Ability to translate business requirements into automated outcomes by architecting the solution & coordinating the execution.
- Player-coach orientation: comfortable setting strategy and rolling up your sleeves into the data, processes, and tooling.
- Governs through systems and processes.
- Defines success before starting and measures whether it was achieved.
- Holds cross-functional partners accountable without direct authority (aligns Engineering, Finance, IT, and GEO leaders through preparation & consistency).
- Manages from data; knows what the numbers mean, when they signal risk, and what to do about it without needing an analyst to translate.
- Communicates with precision & can distill a complex operational picture into a clear, actionable view for executive audiences.
Nice To Haves
- Cybersecurity or security product domain experience preferred.
Responsibilities
- Own the end-to-end Support operating model, including business rhythms, metrics, governance, and cross-functional accountability structures.
- Drive operational efficiency by architecting automation and AI requirements with the business and coordinating execution with IT.
- Translate operational needs into technical solutions.
- Set strategic direction and design the operating model.
- Analyze data, processes, and tooling to identify areas for improvement.
- Manage weekly operating reviews covering case health, backlog aging, MTTR, P1 ratio, escalation rate, and cost-per-case.
- Ensure Support is briefed and ready before every product release.
- Define standards, set SLAs, and automate execution for account and user administration.
- Track CSAT and customer effort scores connected to operational decisions.
- Govern the knowledge base, including article ownership, quality standards, review cadence, and retirement criteria.
- Design and drive the execution of AI-assisted article creation.
- Promote Coveo adoption, aiming for 80%+ of Support engineers using it as their primary search tool.
- Launch customer-facing self-service with deflection targets tracked from Day 1.
- Prepare for and participate in weekly CX business reviews, ensuring data readiness and accountability.
- Align with Finance (cost-to-serve), Engineering (interface model), and GEO Support leadership.
- Identify and prioritize high-value automation opportunities within Support Ops.
Benefits
- Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions creates a culture of belonging, drives our future, and makes us stronger together in support of our customers and their success.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
