Sr. Director, Mission Critical Support

Secure Every Identity, from AI to Human

Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

About the role:

As the Senior Director of Mission Critical Support, you are a crucial executive leader within the Larger Enterprise support organization, reporting directly to the Vice President of Supportability, Escalations, Mission Critical, and Trust. You will lead a highly strategic, global team dedicated to driving a premier level of service that helps our top-tier customers be successful at achieving their strategic outcomes. You will maintain a single-minded focus on ensuring our customers receive a differentiated, world-class support experience while extracting maximum value from their Okta investment.

The ideal candidate is a seasoned, business-minded executive with a proven track record of leading mission-critical support teams, driving operational excellence, and serving as a strategic partner to the Go-To-Market (GTM) engine in a fast-paced, high-growth enterprise software company (preferably in the security space). Employing both a strategic visionary mindset and a rigorous operational approach is a must. You will play a pivotal role in helping to drive the shift of this business unit to operate as a P&L, designing a premier service experience, and acting as an executive sponsor across complex, multi-year programs and sales motions.

Job Duties and Responsibilities:

• P&L Transition & Ownership: Help drive the shift of the Mission Critical Support organization toward a P&L structure. Transition the current model into a sustainable business unit, balancing resource investments with the delivery of a highly differentiated, premium service offering.
• GTM & Sales Partnership: Partner closely with the Go-To-Market (GTM) and Sales organizations to integrate premium support offerings into the core sales motion. Act as an executive sponsor during pre-sales, expansions, and renewals to drive premium support attach rates and articulate business value and ROI to C-level customers.
• Strategic Service Design: Drive the strategic vision, market research, and competitive analysis to define and refine mission-critical support service offerings, building a premier level of service tailored to driving successful strategic outcomes for our top customers.
• Proactive Governance: Design and scale proactive support and governance methodologies to deliver personalized, high-touch support to critical customers. Establish frameworks for support plans, health checks, risk mitigation, and executive reporting cadences.
• Organizational Performance: Develop and evaluate advanced measurement criteria to assess organizational health, including Customer Satisfaction (CSAT/NPS), Net Retention Rate (NRR), operating efficiency, premium support attach rates, and overall value delivered to top accounts.
• Leadership of Leaders: Direct management responsibilities for a highly strategic, global team, including managing Directors and Managers. Foster a culture of high performance, accountability, and morale.
• Strategic Goal Setting: Define multi-year organizational strategies and set quarterly OKRs (Objectives and Key Results) that align with overarching corporate objectives.
• Talent Strategy: Attract, hire, develop, and retain top talent across all functional roles. Provide executive coaching, ongoing performance feedback, and succession planning.
• Global Advocacy: Advocate for your organization to drive global visibility. Collaborate across boundaries on enterprise-wide process improvements, systemic customer concerns, and localized business objectives.
• Executive Escalation: Serve as the ultimate point of escalation for key accounts and critical issue management, engaging directly with customer executives to rebuild trust and map out resolution strategies.
• Cross-Functional Alignment: Build and maintain deep cross-functional alignment with Product, Sales, Professional Services, and Customer Success Management.
• Risk Mitigation: Anticipate and mitigate enterprise-level risks by leveraging industry experience, maintaining close involvement with macro-organizational challenges, and keeping a firm grasp on the