Sr. Director, Global

Overview Sr. Director, Global Support Overview

One Identity is a global technology company committed to delivering exceptional customer experiences  are building the next generation of support organizations—AI-first, data-driven, and globally distributed—designed to meet customers where they are and help them succeed faster. We’re building sales and support operations so strong that customers become evangelists and competitors study our playbook. This isn’t about managing tickets—it’s about running high-intensity, AI-enhanced operations that deliver enterprise-level outcomes at SMB scale.

The Worldwide Support Leader owns the global support strategy, performance, and transformation agenda. This role leads geographically distributed teams across multiple regions and time zones, ensuring consistent service quality, rapid issue resolution, and strong customer satisfaction worldwide.

• Own the global support vision, operating model, KPIs, and multi-year roadmap.
• Build and scale a follow-the-sun, worldwide support organization.
• Lead a fully remote workforce across multiple global locations.
• Act as executive escalation point for critical customer issues.
• Drive operational excellence through data, automation, and continuous improvement.
• Partner with Product, Engineering, Customer Success, and Sales to align outcomes.
• Use data to identify gaps, prioritize improvements, and continuously raise the bar.
• Build, mentor, and scale a high‑performing team of product experts, managers and support specialists.
• Develop leaders who bring clarity, urgency, accountability, and customer empathy.

• Collaborate closely with Product, Engineering and Customer Success Teams to ensure Support learnings continuously improve our solutions to accelerate positive customer outcomes.
• Ensure customer insights consistently inform roadmap priorities and experience improvements.

• Implement AI‑assisted agent workflows (e.g., case summarization, next‑best‑action recommendations).
• Deploy AI‑powered chatbots and virtual agents for Tier 0 and Tier 1 support.
• Leverage generative AI for knowledge base creation, maintenance, and search.
• Use predictive analytics and AI‑driven insights to anticipate customer issues and risks.
• Deploy practical AI and automation to reduce manual work, improve consistency, and accelerate time‑to‑value for customers.
• Enhance scalability while preserving thoughtful, high‑quality human interaction, demanded by our F500 customers.
• Leverage AI solutions and processes to ensure a positive customer experience and ability to scale globally.

• Microsoft Copilot (M365, Dynamics) for agent productivity, case summarization, and insights
• Salesforce Einstein & Agent Force for intelligent ticket handling and sentiment analysis
• ai, Maven AGI or similar tool for case deflection and resolution improvements
• Vitally with AI insights for customer health and trend analysis
• Conversation intelligence tools for quality monitoring and coaching

• 10+ years of experience in global customer support or customer operations leadership
• Proven success leading remote, multi‑region teams
• Strong background in AI‑enabled or AI‑first support organizations
• Proven, relentless focus on customer success
• Experience building teams in multiple countries and cultures
• Excellent executive communication and change‑management skills

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.

When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing…