Director of Global Support Operations

Lead global support operations transformation, driving AI-accelerated service excellence and customer satisfaction.

• •As Snowflake scales, we are seeking a Director of Global Support Operations to influence and execute our organizational-level support strategy.
• •This leader will be responsible for transforming our global support infrastructure into an AI-accelerated, outcome-based engine that prioritizes service excellence and customer satisfaction.
• •Key Responsibilities Lead a global team to improve customer experience through operational excellence and AI-accelerated systems.
• •Develop and execute organizational-level support strategy, balancing daily reliability with automation and predictive systems.
• •Drive continuous learning and address inefficiencies by working cross-functionally with Support, Sales, Product, and Engineering.
• •Define and track global success metrics, shifting focus from volume to outcome-based measures like customer consumption uplift.
• •Empower managers and foster a culture of proactive intelligence and continuous improvement.
• •Requirements 10+ years in Support/Operations with proven experience managing global operations and driving technical support excellence.
• •Track record of leading operational transformations and replacing manual workflows with AI/automated systems.
• •Ability to influence organizational-level strategy and collaborate effectively across cross-functional boundaries.