Director, Support Services – APJ
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Job Description
Transformational Director leading support services for EDB across the APJ region, focusing on customer experience and operational excellence.
Responsibilities:
- Lead, inspire, and grow a high-performing APJ technical support organization spanning multiple countries and time zones, including India, Southeast Asia, Australia, and Japan.
- Develop and execute a regional support roadmap aligned with EDB's global strategy, customer commitments, and business growth targets.
- Foster a culture of accountability, continuous improvement, inclusion, and customer-first thinking across all levels of the team.
- Serve as the senior escalation point and executive voice of support for the APJ region, representing the organization to internal stakeholders and enterprise customers.
- Define regional hiring plans, organizational structure, and career development pathways to attract and retain top support talent.
- Oversee day-to-day support operations across APJ, ensuring high-quality, consistent service delivery in adherence to SLAs, SLOs, and customer commitments.
- Define, monitor, and report on regional KPIs — including CSAT, NPS, time-to-resolution, escalation rates, and backlog health — to senior leadership.
- Drive continuous improvement through data-driven analysis, process optimization, and structured operational reviews.
- Champion the adoption of Generative AI, intelligent automation, and self-service tools to modernize the support experience and reduce resolution times.
- Transform APJ support from a reactive function into a proactive value-creation organization that drives customer loyalty, retention, and expansion.
- Build and execute team development plans that grow technical competency, leadership capability, and career progression within the APJ support organization.
Requirements:
- 8+ years of progressive leadership experience in technical support, customer service, or service delivery, with at least 3 years at the Director level or equivalent senior management role.
- Demonstrated success leading large, geographically distributed support teams across the APJ region — ideally including India, ASEAN, ANZ, and/or Japan.
- Proven track record in high-volume, high-paced SaaS or enterprise technology support environments.
- Experience managing regional P&L or budget responsibility, including workforce planning, vendor management, and operational cost optimization.
- Deep expertise in change management and organizational transformation — you have led teams through significant operational or cultural shifts and can point to measurable outcomes.
- Strong stakeholder management and executive communication skills, with the ability to influence and align across Sales, Product, Engineering, and C-suite audiences.
- Hands-on experience with customer support platforms, CRM systems, and contact center technologies (e.g., Salesforce Service Cloud, Zendesk, or equivalent).
Benefits:
- Range of benefits and resources to promote a healthy work-life balance and wellness
- Access to CuraLinc for health and wellness tips and practices
- Wellness Fridays extending to December 2026
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