Job description

JOB TITLE: Director of Operations – Product & Software Support FLSA STATUS: Exempt DEPARTMENT: Transportation REPORTS TO: Vice President, Product SUPERVISORY RESPONSIBILITIES: Yes JOB LOCATION: Remote TRAVEL: 5-10% ESSENTIAL DUTIES & RESPONSIBILITIES • Lead, mentor, and manage support analysts and other support personnel. • Establish and enforce support processes, procedures, and service standards. • Monitor ticket queues and ensure timely assignment, prioritization, and resolution of customer issues. • Conduct daily analysis of support incidents, aging tickets, SLA compliance, and customer-impacting issues. • Serve as the primary escalation point for unresolved support incidents and coordinate resources necessary to achieve resolution. • Facilitate communication between customers, support staff, product management, development teams, quality assurance teams, and leadership. • Track, report, and improve key support performance indicators, including response times, resolution times, customer satisfaction, and SLA adherence. • Develop and maintain support documentation, knowledge base articles, troubleshooting guides, and operational procedures. • Coordinate root cause analysis activities for significant incidents and ensure corrective actions are implemented. • Identify recurring issues and collaborate with Product and Engineering teams to prioritize long-term solutions. • Support software releases, production deployments, and post-implementation support activities as required. • Participate in customer meetings, status reviews, escalation calls, and operational governance meetings. • Ensure accurate reporting of support metrics, trends, risks, and operational concerns to leadership. • Assist with staffing plans, workload forecasting, and resource allocation. • Promote a culture of accountability, customer service excellence, continuous improvement, and operational discipline. • Ensure support activities comply with company policies, security standards, contractual requirements, and applicable regulations. • Other duties as assigned. MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE) • Bachelor's degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent work experience. • 5+ years of experience in software, application, technical, or customer support environments. • 2+ years of experience leading support teams or managing support operations. • Experience managing incident escalation processes and customer-facing communications. • Experience working with ticketing and service management platforms. • Strong understanding of SLA-driven support operations. • Excellent written, verbal, and interpersonal communication skills. • Proven ability to manage multiple priorities in a fast-paced environment. PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE) • Experience supporting government systems, transportation systems, DMV solutions, or regulated enterprise applications. • Experience supporting SaaS, cloud-hosted, or large-scale transaction processing systems. • Familiarity with ITIL principles and service management best practices. • Experience with Jira, Azure DevOps, ServiceNow, or similar support management tools. • Knowledge of software development lifecycle (SDLC) processes. • Experience creating support metrics dashboards and operational reporting. • Project management or service management certifications are a plus. • Experience supporting mission-critical systems with strict contractual SLAs. KEY COMPETENCIES • Customer Focus • Leadership and Team Development • Incident Management • Problem Solving and Decision Making • Communication and Stakeholder Management • Process Improvement • Service Delivery Management • Escalation Management • Accountability and Ownership • Strategic Thinking • Conflict Resolution • Operational Excellence

Requirements

Must-haves

JOB TITLE: Director of Operations – Product & Software Support
FLSA STATUS: Exempt
DEPARTMENT: Transportation
REPORTS TO: Vice President, Product
SUPERVISORY RESPONSIBILITIES: Yes
JOB LOCATION: Remote
Lead, mentor, and manage support analysts and other support personnel.
Establish and enforce support processes, procedures, and service standards.
Monitor ticket queues and ensure timely assignment, prioritization, and resolution of customer issues.
Conduct daily analysis of support incidents, aging tickets, SLA compliance, and customer-impacting issues.
Serve as the primary escalation point for unresolved support incidents and coordinate resources necessary to achieve resolution.
Facilitate communication between customers, support staff, product management, development teams, quality assurance teams, and leadership.
Track, report, and improve key support performance indicators, including response times, resolution times, customer satisfaction, and SLA adherence.
Develop and maintain support documentation, knowledge base articles, troubleshooting guides, and operational procedures.
Coordinate root cause analysis activities for significant incidents and ensure corrective actions are implemented.
Identify recurring issues and collaborate with Product and Engineering teams to prioritize long-term solutions.
Support software releases, production deployments, and post-implementation support activities as required.
Participate in customer meetings, status reviews, escalation calls, and operational governance meetings.
Ensure accurate reporting of support metrics, trends, risks, and operational concerns to leadership.
Assist with staffing plans, workload forecasting, and resource allocation.
Promote a culture of accountability, customer service excellence, continuous improvement, and operational discipline.
Ensure support activities comply with company policies, security standards, contractual requirements, and applicable regulations.

Nice-to-haves

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE)
Project management or service management certifications are a plus.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

jiraazure

Platform: ukg
Effort: medium