Sr. Director, Escalations Management

About Us:

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Our opportunity:

We are looking for a seasoned leader to lead our Support Operations and Technical excellence teams. The role reports to the SVP of Global Customer Support and will define the vision and strategy for Customer Support Escalations in collaboration with our Support, Customers Success and Product Leadership. The leader will establish and lead AAI’s Critical Escalation Management function.

This role focuses on helping customers achieve their business goals through outstanding support during critical times. You will also be responsible for the interface between the Support organization and Engineering and Product team.  This function will liase with internal teams such as Support Delivery, Product, IT and Sales Operations to drive insights into trends, patterns and opportunities to improve Product and Support Experience for our Customers. You will manage a distributed team of folks to provide reporting, insights and dashboarding capabilities across the Standard support, Premium support, Escalation team, and Technical Excellence Organizations.

Location: 

Remote role - ability to work within any U.S time zone

You will make an impact by being responsible for: 

• Planning, establishing and executing objectives that align with the strategic business objectives of Global Support Escalations
• Delivering excellent customer care and escalations support in a 24x7x365 SaaS environment
• Identifying, measuring, reporting and driving opportunities for continuous improvement across the entire technical support life cycle
• Ensuring quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc.
• Delivering scheduled updates to internal and external stakeholders, including C-level individuals
• Working across teams, partner with Support Delivery, IT, engineering teams, and the product management team to implement supportability improvements
• Fostering Continuous improvement via identifying opportunities to collaborate across support and engineering teams for driving fast issue resolution, identify process improvements, issue volume analysis during Support-Engineering interactions, establish and maintain joint SLA’s and agreements, Supportability improvements that can be delivered in subsequent product releases
• Leading Product supportability initiatives, including representation at Engineering commit, Beta and GA phases of Product lifecycle
• Contributing to the Product team by providing insight and feedback relative to customers’ critical business issues and solutions opportunities
• Negotiating and influencing skillfully with cross-functional groups such as Development, Product Management, Finance and IT to resolve key issues
• Effectively interfacing with Engineering and IT teams to implement regional support team requirements for systems, tools and processes. Drive plans for tooling, product, content and process improvements with support and engineering teams
• Defining and reviewing escalation and training processes, recommending and agreeing improvements with other affected functions, then ensuring successful implementation
• Working with the Support functional leadership to define KPIs and business instrumentation required to maximize business performance. Lead the monthly Support operational calls 
• Developing plans, drive for results and manage outcomes including escalation and risk mitigation as needed
• Reviewing and improving business processes, policies, procedures and technology across the Services organization in order to identify and implement best practices
• Using data analysis to understand and prioritize initiatives, measure and track key objectives
• Selecting, building and developing the team by recruiting, training, defining staff development areas and providing ongoing feedback, coaching and tra