Senior Director Product Support

Senior Director – Product SupportAs Senior Director of Production Support, you will own the strategy, execution, and continuous improvement of Bidgely’s Production Support (PS) function. Leading a team that is both a first line of defense and a critical point of coordination across Customer Service, Engineering, Delivery, and SRE teams, you will champion operational excellence, cross-functional accountability, and a culture of partnership. You’ll be tasked withtransforming PS into a best-in-class organization through leadership, process optimization, and technology innovation. You will:Elevate the PS team to drive outcomes—not just ticket closure, but customer/CSM satisfaction and SLA achievement. Set the vision for advanced people, process, and technology capabilities in support and incident management. Foster shared ownership, urgency, and closure across all the stakeholder teams by building a customer-centered culture of excellence and speed. Be the voice and face of the organization by providing executive-level representation of PS in customer escalations, root cause analyses, and post-mortems. Ensure compliance with SOC2 and other regulatory standards in all support processes.Key Responsibilities Hands-on Strategy Define and execute the vision for an innovative, responsive PS organization, balancing customer-facing urgency with risk management and compliance. Lead high-impact initiatives for support process automation, SLA management, and proactive system monitoring. Diligently transform PS into an active source of delight in the customer’s experience, driving transparency in metrics and an obsessive focus on handling incidents and escalations rapidly and gracefully. Cross-Functional Engagement Act as the escalation point and advocate for PS in cross-functional operating rhythms, resolving bottlenecks and driving accountability. Establish strong routines for impact analysis, root cause discovery, and corrective action, collaborating seamlessly with Delivery, Engineering, SRE, and CSM teams. Operational Excellence Champion best practices for ticket hygiene, incident documentation, and knowledge management to reduce duplication and improve clarity. Continuously refine alert and monitoring systems to minimize false positives and investigativeoverhead. Define and track KPIs for resolution times, SLA attainment, stakeholder satisfaction, and systemreliability. Drive ongoing process audits and data-driven retrospectives focused on root cause elimination and experience improvement.Team Development & Culture Recruit, mentor, and develop PS team members into operational experts and trusted partners, fostering a customer-centered culture of accountability, empathy, and growth. Instill a bias for action and problem-solving excellence, modeling partnership with supporting teams. Foster a “One Team” culture across all stakeholders and partners to create the best customer experience. Executive Communication Represent PS in customer escalations, executive forums, and process improvement task forces. Prepare and present robust post-incident reviews and operational impact assessments for leadership and clients.What Makes You Successful 15+ years’ experience in a SaaS, Cloud, or enterprise software environment, including 5+ years as an executive in Production Support or related mission-critical functions like IM, Problem Management, and others. Proven command and credibility in cross-functional leadership—able to drive urgency and shared outcomes across engineering, delivery, and CSM teams. Track record of transforming operational teams through process and technology innovation. Mastery of incident response, root cause analysis, and operational best practices (SOC2, ITIL, or similar frameworks). Hands-on experience with JIRA Service Desk, workflow automation, and system monitoring tools. Proven stakeholder management and executive-level presence — comfortable representing PS in high-pressure customer or internal calls. Strategic thinker who acts with empathy and conviction—experienced at energizing high-performing teams and driving culture change. Strong analytical skills; fluent in using data to diagnose bottlenecks, validate fixes, and communicate outcomes. Experience in a regulated industry (utilities, energy, finance, healthcare) a strong plus.