Director – Software Operations and Support

As the Director, Software Operations and Support at Workleap, you’ll lead our effort to unify and optimize our operational and support functions across all products. This role is perfect for you if you thrive on bringing together diverse teams and building a cohesive strategy. It’s a pivotal opportunity as we bring together previously decentralized teams and redefine our approach to delivering exceptional operations and support.

Responsibilities:

• Lead and Unify Operations & Support: Oversee both internal and customer-facing operations and the 3rd line support organization for all Workleap products, bringing together a unified strategy, common practices, and shared learnings.
• Champion the Incident Management Process: Drive operational excellence by owning and continuously improving the Incident Management process to ensure fast response times, thorough resolution, and long-term system reliability.
• Optimize Observability & Availability: Manage observability tools and Service Level Objectives (SLO) budgets to ensure the highest availability and performance standards for all products.
• Empower Teams through Enablement: Transform the team into an enablement function that provides the right expertise, tools, and support for other teams to execute efficiently and independently.
• Modernize Support: Oversee and transform 3rd line support processes, introducing better self-service tools and new triage systems that will enhance the customer support experience.
• Partner with Security for Compliance: Work closely with the Security team to ensure compliance with Security, SOC2, and other relevant standards, embedding best practices into day-to-day operations.
• Foster Cross-Functional Collaboration: Partner with Product, Engineering, and other teams to align on operational and support goals that drive overall business success.
• Innovate with Technology: Leverage new technologies, tools, and methodologies to continuously improve operations and support processes.
• Champion Innovation in Operations: Encourage the team to challenge the status quo by introducing modern tools, including AI, to streamline operations and deliver better business outcomes.
• Ensure Delightful Support Experiences: Strive to deliver customer support that leaves users delighted, reducing friction and increasing efficiency.

A Typical Week?

Your week will be dynamic, filled with strategy sessions, operational reviews, and leadership meetings. You’ll align short- and long-term goals with your leadership team, review Incident Management metrics, and work on strategic initiatives to modernize and improve operations and support.

Your Future Team?

You will lead an organization of approximately 25 people, with two direct managers reporting to you. As the team transitions to an enablement-focused organization, you will be instrumental in developing expertise, best practices, and a shared culture that empowers teams across Workleap to operate with efficiency and confidence.

The Next Challenges Awaiting Your Team?

• Building a Unified Operations and Support Function: Establish common practices and shared standards across a previously decentralized organization to drive consistency and excellence.
• Championing System Resilience and Incident Management: Build and refine the Incident Management process and implement new tools to improve system observability and ensure high availability.
• Transforming Support into a Proactive and Customer-Centric Function: Reduce the support burden through automation and self-service while using customer insights to influence product strategy and improvements.

Qualifications

• Leadership Experience: 5+ years of experience leading teams in operations or support functions within a SaaS environment.
• Cloud Expertise: Hands-on experience with both Azure and AWS cloud environments.
• Strategic Vision: Proven ability to set a clear direction for a unified team and drive transformation with a focus on enablement
• Operational Excellence: Strong background in incident management, observability, and SLO compliance;
• Compliance and Security Knowledge: Familiarity with partnering on Security and SOC2 compliance to ensure standards are upheld;
• Customer-Focused Approach: Passion for delivering customer experiences that exceed expectations;
• Cross-Departmental Collaboration: Strong experience working closely with Product, Engineering, and other functions to align on strategic initiatives;
• Innovation Mindset: Proven ability to challenge the status quo by implementing new tools and best practices, driving operational improvements and continuous process innovation through innovative solutions;
• Tech-Savvy Mindset: Familiarity with tools like observability platforms and AI-driven support solutions;
• Exceptional Communication Skills: Ability to convey complex concepts clearly to technical and non-technical stakeholders.