Sr. Dir, Supportability & Scale

GitHub, Inc.

1d•Remote

About The Position

We’re looking for a Senior Director to lead Supportability at GitHub -the discipline responsible for ensuring our Support organization can deliver a world‑class customer experience as the platform grows. This role sits within the Technical Customer Support job family and leads the operational, technical, and cross‑functional systems that enable Support to scale effectively. You will develop and optimize the processes, workflows, and operating models that govern how Support handles issues at scale — including ticket pipeline management, automation, self‑service, product supportability, and team enablement. You’ll oversee the design of training programs, knowledge standards, and readiness processes that ensure Support teams have the technical depth, product expertise, and operational clarity needed to resolve customer issues efficiently. You’ll partner deeply with Engineering, Product, and Design leadership to improve product supportability, influence roadmap decisions, and ensure new features are support‑ready at launch. You’ll drive cross‑team initiatives that reduce friction, strengthen customer advocacy, and improve the end‑to‑end support experience. You will also lead organizational health efforts, set annual priorities, and guide executive‑level communication across internal audiences. This role requires a systems thinker who can lead operational transformation, manage complex business needs, and build scalable models grounded in data, AI, and continuous improvement. You will manage and develop a high‑performing team, foster a culture of learning and collaboration, and deliver measurable improvements in customer satisfaction, resolution efficiency, and cost‑to‑serve.

Requirements

12+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
OR Bachelor's Degree in Computer Science, Business Management, or related field AND 10+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
OR Master's Degree in Computer Science, Business Management, or related field AND 8+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
OR equivalent experience.
5+ years people management experience

Responsibilities

Develop and optimize processes for handling tickets at scale, ensuring efficient workflows, best practices, and operational excellence.
Lead Supportability strategy, connecting AI, automation, process innovation, and operational design to GitHub’s growth.
Build scalable operating models with clear metrics, accountability, and continuous improvement.
Oversee intra‑ and inter‑team training programs, fostering continuous learning, onboarding, upskilling, and product proficiency.
Drive self‑service, documentation, and knowledge‑sharing standards that empower customers and strengthen Support expertise.
Partner deeply with Engineering, Product, and Design to improve product supportability, resolve product issues, and ensure new features are support‑ready at launch.
Advocate for customers by removing blockers, influencing product roadmaps, and improving the end‑to‑end support experience.
Lead process improvements across Support, aligning stakeholders, managing change, and driving cross‑organization collaboration.
Shape and scale AI‑driven capabilities across support workflows, including intelligent routing and automated resolution.
Manage capacity and resourcing strategies to meet demand while optimizing cost, quality, and team health.
Collaborate with Customer Success, Sales, and other go‑to‑market teams to ensure a cohesive customer experience.
Own operational metrics such as customer satisfaction, resolution efficiency, self‑service effectiveness, and cost‑to‑serve.
Provide people leadership, including performance management, coaching, and fostering a healthy, inclusive team culture.
Lead executive‑level communication and contribute to foundational and storytelling content within the organization.