i3 Verticals

Director, Operations - Product & Software Support

Posted 2 Days Ago

Hiring Remotely in Nashville, TN, USA

In-Office or Remote

Senior level

Fintech

The Role

Directs product and software support operations, leading support teams, managing ticket queues and escalations, enforcing SLAs, monitoring service metrics, coordinating incident resolution, and partnering with Product and Engineering on recurring issues. Develops support processes, documentation, staffing plans, reporting, and continuous-improvement initiatives while ensuring customer communications, release support, regulatory compliance, and operational governance.

Summary Generated by Built In

JOB TITLE: Director of Operations – Product & Software Support
FLSA STATUS: Exempt
DEPARTMENT: Transportation
REPORTS TO: Vice President, Product
SUPERVISORY RESPONSIBILITIES: Yes
JOB LOCATION: Remote
TRAVEL: 5-10%

ESSENTIAL DUTIES & RESPONSIBILITIES

Lead, mentor, and manage support analysts and other support personnel.
Establish and enforce support processes, procedures, and service standards.
Monitor ticket queues and ensure timely assignment, prioritization, and resolution of customer issues.
Conduct daily analysis of support incidents, aging tickets, SLA compliance, and customer-impacting issues.
Serve as the primary escalation point for unresolved support incidents and coordinate resources necessary to achieve resolution.
Facilitate communication between customers, support staff, product management, development teams, quality assurance teams, and leadership.
Track, report, and improve key support performance indicators, including response times, resolution times, customer satisfaction, and SLA adherence.
Develop and maintain support documentation, knowledge base articles, troubleshooting guides, and operational procedures.
Coordinate root cause analysis activities for significant incidents and ensure corrective actions are implemented.
Identify recurring issues and collaborate with Product and Engineering teams to prioritize long-term solutions.
Support software releases, production deployments, and post-implementation support activities as required.
Participate in customer meetings, status reviews, escalation calls, and operational governance meetings.
Ensure accurate reporting of support metrics, trends, risks, and operational concerns to leadership.
Assist with staffing plans, workload forecasting, and resource allocation.
Promote a culture of accountability, customer service excellence, continuous improvement, and operational discipline.
Ensure support activities comply with company policies, security standards, contractual requirements, and applicable regulations.
Other duties as assigned.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE)

Bachelor's degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent work experience.
5+ years of experience in software, application, technical, or customer support environments.
2+ years of experience leading support teams or managing support operations.
Experience managing incident escalation processes and customer-facing communications.
Experience working with ticketing and service management platforms.
Strong understanding of SLA-driven support operations.
Excellent written, verbal, and interpersonal communication skills.
Proven ability to manage multiple priorities in a fast-paced environment.

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE)

Experience supporting government systems, transportation systems, DMV solutions, or regulated enterprise applications.
Experience supporting SaaS, cloud-hosted, or large-scale transaction processing systems.
Familiarity with ITIL principles and service management best practices.
Experience with Jira, Azure DevOps, ServiceNow, or similar support management tools.
Knowledge of software development lifecycle (SDLC) processes.
Experience creating support metrics dashboards and operational reporting.
Project management or service management certifications are a plus.
Experience supporting mission-critical systems with strict contractual SLAs.

KEY COMPETENCIES

Customer Focus
Leadership and Team Development
Incident Management
Problem Solving and Decision Making
Communication and Stakeholder Management
Process Improvement
Service Delivery Management
Escalation Management
Accountability and Ownership
Strategic Thinking
Conflict Resolution
Operational Excellence

Qualifications Education Required Bachelors or better. Experience Required Leadership experience Software, technical, customer support environments Equal Opportunity Employer
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Skills Required

Bachelor’s degree in Business, Information Technology, Computer Science, Management Information Systems, a related field, or equivalent work experience
5+ years of experience in software, application, technical, or customer support environments
2+ years of experience leading support teams or managing support operations
Experience managing incident escalation processes and customer-facing communications
Experience with ticketing and service management platforms
Strong understanding of SLA-driven support operations
Excellent written, verbal, and interpersonal communication skills
Ability to manage multiple priorities in a fast-paced environment
Experience supporting government, transportation, DMV, or regulated enterprise systems
Experience supporting SaaS, cloud-hosted, or large-scale transaction processing systems
Familiarity with ITIL principles and service management best practices
Experience with Jira, Azure DevOps, ServiceNow, or similar tools
Knowledge of software development lifecycle processes
Experience creating support metrics dashboards and operational reporting
Project management or service management certifications
Experience supporting mission-critical systems with strict contractual SLAs

i3 Verticals Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about i3 Verticals and has not been reviewed or approved by i3 Verticals.

Retirement Support — 401(k) and Roth 401(k) plans include employer matching, and HSA matching is also described in company materials. This structure provides baseline retirement savings support even if the exact match formula is not publicly detailed.
Flexible Benefits — A wide menu of options—FSAs/HSAs, voluntary disability, critical illness, accident, and pet coverage, plus an EAP—allows some customization and choice. Core medical, dental, and vision coverage with 24/7 virtual doctor visits further broadens how care can be accessed.
Wellbeing & Lifestyle Benefits — Virtual doctor access and an Employee Assistance Program offer convenient wellness support. These resources complement the standard health coverage and other protections listed by the company.