Sr. Director, Support Intelligence & Transformation

At Everbridge , our mission is to help protect people and communities during their most critical moments.

As a global leader in critical communications, public warning, and enterprise safety solutions, we enable governments, emergency services, and organizations worldwide to deliver trusted, life-saving communications at scale.

We are looking for Sr.

Director, Support Intelligence & Transformation.

This is a remote/home-based role to be based anywhere in the US.

In this role as a Sr.

Director, Support Intelligence & Transformation, you will be responsible for driving the evolution of Global Support into a more proactive, intelligence-driven, AI-enabled customer operations organization.

This role serves as the operational transformation leader for the Support organization, owning operational intelligence, escalation governance, support telemetry, workflow automation, operational readiness, systems optimization, and cross-functional operational alignment across Support, Product, Engineering, and Customer Experience teams.

The position is designed to help scale and modernize support operations through a combination of:

• AI-enabled workflows
• operational analytics and telemetry
• automation and orchestration
• service governance
• customer experience intelligence
• operational maturity initiatives

This is not a traditional support delivery management role.

Instead, it is focused on building the future-state support operating model by enabling scalable, proactive, and intelligence-driven customer operations.

• Establish and operationalize support intelligence frameworks across the organization
• Develop visibility into:
• escalation trends
• customer risk indicators
• operational bottlenecks
• supportability concerns
• release adoption and readiness signals
• Partner with analytics resources to drive telemetry-informed operational decisions
• Support development and operationalization of Customer Experience Intelligence initiatives