Director of Global Support Operations
Remote · United States
Job Summary
Director of Global Support Operations to lead Snowflake's global support strategy, transforming the support infrastructure into an AI-accelerated, outcome-based engine. Responsibilities include guiding a global team, balancing reliability with automation, enabling managers, partnering across Support, Sales, Product, and Engineering, and developing scalable enablement, staffing, and capacity strategies. Key focus areas include AI-augmented staffing, tiered support models, knowledge management, and data-driven improvements to deliver high-quality customer experience and operational excellence at scale.
Required Qualifications
- 10+ years in Support/Operations with technical support background
- experience in managing global operations
- transformation fluency with replacing manual workflows with AI-automated systems
- strategy influence across cross-functional boundaries
- people leadership and hiring strategy development
- ability to drive customer advocacy and measurable outcomes
- data-driven approach to operations and continuous improvement
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