Senior Director, Customer Experience

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
Join Infios as our new Senior Director, Customer Experience, where you will lead the global strategy, operations, and continuous evolution of Level 1, Level 2, and Level 3 support for enterprise Order Management Systems (OMS). This executive leadership role is responsible for ensuring the availability, performance, scalability, and supportability of mission-critical omnichannel OMS platforms while driving operational excellence across a global customer base. You will lead geographically distributed teams, influence product and engineering roadmaps, and develop the support strategy that enables both customer success and business growth.
What a day in the life looks like:
Define and execute the global support strategy for Level 1, Level 2, and Level 3 OMS support operations
Lead 24x7 follow-the-sun support teams, including organizational design, staffing, capacity planning, and on-call coverage
Establish and govern support operating models, processes, and best practices across regions
Serve as the executive escalation point for critical customer incidents and major service disruptions
Own incident, problem, change, and release management processes to ensure operational excellence
Drive root cause analysis, defect reduction, and proactive service improvement initiatives
Partner with Product, Engineering, Architecture, Cloud Operations, and Customer Success leaders to improve platform reliability and supportability
Develop and track global support KPIs, SLAs, customer satisfaction metrics, and operational performance dashboards
Lead production releases, upgrades, migrations, hotfixes, and platform modernization initiatives
Drive automation, AI-enabled support capabilities, observability, monitoring, and self-service initiatives to improve efficiency and customer experience
Establish governance for knowledge management, runbooks, operational documentation, and support readiness for new product releases and customer implementations
Build, mentor, and develop high-performing global leadership and support teams, fostering a culture of accountability, continuous learning, and customer obsession
Support strategic customer engagements, executive business reviews, and escalations for key accounts
Own the global support budget, including headcount planning, vendor investments, and operational expense management
Develop and execute a multi-year support strategy and roadmap to scale operations, improve customer outcomes, and support business growth
What you bring to the team:
Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field
12+ years of experience in enterprise software support, operations, or managed services, including leadership of global support organizations
5+ years of experience leading managers and geographically distributed teams
Deep experience supporting OMS platforms such as Infios OM, Manhattan, IBM Sterling, Blue Yonder, or similar enterprise commerce solutions
Strong understanding of order lifecycle management, fulfillment, inventory, shipping, returns, and omnichannel operations
Proven experience managing Level 1, Level 2, and Level 3 support functions in a global environment
Experience leading major incident management, service recovery, and executive customer communications
Strong knowledge of production support, batch processing, real-time integrations, and distributed systems
Working knowledge of APIs, middleware, event-driven architectures, microservices, and integration platforms
Experience with ITSM platforms such as ServiceNow, Jira, or Remedy
Experience with monitoring and observability tools including Splunk, Dynatrace, Grafana, or similar technologies
Experience supporting cloud-based environments across AWS, Azure, and/or GCP
Demonstrated success driving automation, operational efficiency, and continuous improvement initiatives
Exceptional executive communication, leadership, stakeholder management, and customer-facing skills
Experience developing support strategies, managing budgets, and aligning operational investments with business objectives
Preferred:
ITIL Foundation Certification
Retail, eCommerce, or omnichannel experience
Experience leading SaaS or cloud operations support organizations
Master's degree in Business, Information Technology, or related discipline
What we do for you:
• Work in a fast-paced and dynamic environment, with international clients and colleagues
• Access to competitive Medical, Dental and Vision insurance
• The option to enroll in a 401(k) matching program
• Flexible Time Off, 11 days of paid holidays and 1 day of volunteer time per year
• Fun, casual, and flexible work environment
Salary range: USD 180,000 to USD 190,000 per year
This compensation range is indicative of the role. Compensation offered is on the basis of evaluation during the interview process, the candidate’s range and depth of experience, business and market financials, and internal pay parity.
#LI-DNI
Why join us?
At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.
We believe the future is better when supply chains work better.
We are an equal-opportunity employer and committed to inclusion in the workplace.
At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently.
All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at jobs@infios.com
Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation wi