Senior Director – Product Support

About the job

As Senior Director of Production Support, you will own the strategy, execution, and continuous improvement of Bidgely’s Production Support (PS) function. Leading a team that is both a first line of defense and a critical point of coordination across Customer Service, Engineering, Delivery, and SRE teams, you will champion operational excellence, cross-functional accountability, and a culture of partnership. You will: • Elevate the PS team to drive outcomes—not just ticket closure, but customer / CSM satisfaction and SLA achievement. • Set the vision for advanced people, process, and technology capabilities in support and incident management. • Foster shared ownership, urgency, and closure across all the stakeholder teams by building a customer-centered culture of excellence and speed. • Be the voice and face of the organization by providing executive-level representation of PS in customer escalations, root cause analyses, and post-mortems. • Ensure compliance with SOC2 and other regulatory standards in all support processes. Key Responsibilities: • Define and execute the vision for an innovative, responsive PS organization, balancing customer-facing urgency with risk management and compliance. • Lead high-impact initiatives for support process automation, SLA management, and proactive system monitoring. • Diligently transform PS into an active source of delight in the customer’s experience, driving transparency in metrics and an obsessive focus on handling incidents and escalations rapidly and gracefully. • Champion best practices for ticket hygiene, incident documentation, and knowledge management to reduce duplication and improve clarity. • Continuously refine alert and monitoring systems to minimize false positives and investigative overhead. • Define and track KPIs for resolution times, SLA attainment, stakeholder satisfaction, and system reliability. • Drive ongoing process audits and data-driven retrospectives focused on root cause elimination and experience improvement. • Recruit, mentor, and develop PS team members into operational experts and trusted partners, fostering a customer-centered culture of accountability, empathy, and growth. • Instill a bias for action and problem-solving excellence, modeling partnership with supporting teams. • Represent PS in customer escalations, executive forums, and process improvement task forces.

Requirements

• Production Support
• SaaS
• leadership
• operational excellence
• customer-centric culture

Qualifications

• 15+ years’ experience in a SaaS
• 5+ years as an executive

Preferred Technologies

• Production Support
• SaaS
• leadership
• operational excellence
• customer-centric culture