Director, Enterprise Customer Support, Escalation Management

Joining Collibra’s Support Programs & Strategy Team

We are looking for a seasoned leader to lead our Support Programs and Strategy teams. The role reports to the VP, Test Engineering and will define the vision and strategy for Customer Support Escalations in collaboration with our Support, Engineering and GTM Leadership. The leader will evolve and lead Collibra’s Escalation Management function in addition to several Strategic support programs to improve the operational effectiveness and efficiency..

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 GTM teams  This function will liaise with internal teams such as Customer Support, Engineering, Professional Services and Product 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.

This is a hybrid role based in our Brussels office. Our hybrid model means you’ll work from the office at least two days each week. This setup helps us stay connected, work more closely together, and keep making progress as a team.

Director, Support Programs & Strategy Managers are responsible for 

• Oversee Global Support Escalations, aligning objectives with business strategy.
• Deliver exceptional customer care and escalations support in a 24x7 SaaS environment.
• Identify, measure, and drive continuous improvement across the technical support life cycle.
• Ensure quality work in all aspects of Escalation Management.
• Deliver scheduled updates to internal and external stakeholders, including C-level individuals.
• Lead supportability initiatives and provide customer-centric feedback.
• Collaborate with cross-functional teams to implement supportability improvements.
• Negotiate and influence cross-functional groups to resolve key issues.
• Define, review, and improve escalation and training processes.
• Define KPIs, lead operational calls, and manage outcomes, including escalation and risk mitigation.
• Leverage data analysis to prioritize initiatives and track key objectives.
• Build and develop the team through recruitment, training, and ongoing feedback.
• Collaborate with cross functional leadership to get buy-in on support programs and strategy.

You have

• 10+ years related work experience (e.g. combination of working in an enterprise support leadership role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis).
• 3+ years leading and developing a global team.
• 2+ years of product experience (e.g., engineering).
• Experience with visualization software such as Tableau or similar BI tools.
• Deeper understanding of software technology.
• Prior experience in automation technology would be a plus.
• A track record of meeting complex stakeholder needs under tight timelines and resource constraints.
• A bachelor’s degree or equivalent related working experience is required

You are

• Experienced in strategic leadership: Demonstrated ability to develop and execute support strategies aligned with business objectives, anticipating trends and setting clear, measurable goals. Look for experience in defining and implementing impactful support programs.
• Strong in people management & development: Proven experience leading and developing high-performing support teams (specifically escalation managers). Must demonstrate coaching/mentoring skills and ability to foster a collaborative and growth-oriented environment.
• A customer advocate: A strong customer-first mindset with a proven track record of championing customer needs and driving improvements to the customer experience. Must be able to demonstrate empathy and build strong relationships with internal and external customers.
• Proficient in technical acumen & problem solving: Solid understanding of SaaS technology (ideally with experience in data governance/intelligence) and the ability to analyze support data to identify trends, solve complex problems, and implement solutions. Experience with support ticketing systems is essential.
• Well-versed in communication & collaboration: Exceptional communication (written & verbal) and interpersonal skills, with the ability to effectively collaborate with cross-functional teams (e.g., Engineering, Product, Engineering, GTM). Able to communicate complex technical concepts clearly and concisely.

Measures of Success

• Within your first month, you will learn knowledge about current incident and escalation processes, tools and knowledge management as well as identify key pain points and opportunities for immediate improvement. 
• Within your third month, you will be actively leading the escalation management team, implementing improvements to current escalation and knowledge management processes to enhance the predictive escalation model & improve the deflection rate. 
• Within your sixth month, you will optimize Support Programs team roadmap maturing Collibra’s Escalation and Knowledgement management strategy

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