Remote Director

Summary

Join Workleap as the Director of Operations and Support to lead our effort to unify and optimize 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.

Requirements

• 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

Responsibilities

• Lead and Unify Operations & Support
• Champion the Incident Management Process
• Optimize Observability & Availability
• Empower Teams through Enablement
• Modernize Support
• Partner with Security for Compliance
• Foster Cross-Functional Collaboration
• Innovate with Technology
• Champion Innovation in Operations
• Ensure Delightful Support Experiences