What are the responsibilities and job description for the Director of Support Operations position at Confidential?
Director of Support Operations
A Richmond-area technology and services organization is seeking a Director of Support Operations to oversee and scale its customer support and service operations. This leader will be responsible for driving performance across internal and outsourced support teams, improving operational efficiency, and ensuring a consistent, high-quality customer experience across multiple support channels.
This role is ideal for a hands-on, strategic operator who has built and led complex support organizations in fast-moving environments and is comfortable working across technical systems, service teams, and executive stakeholders. The position requires a daily presence in the Richmond, VA office and reports to a senior operations leader.
Relocation support may be available and will be discussed with qualified candidates.
Role Scope & Responsibilities
- Lead and evolve end-to-end support operations, including in-house and outsourced call center functions
- Establish and refine operating models, service levels, and accountability frameworks across support teams and partners
- Oversee support systems, tools, and workflows to ensure efficient intake, triage, escalation, and resolution of customer issues
- Partner closely with internal technical, product, and service organizations to drive alignment and resolve cross-functional issues
- Analyze performance data and operational metrics to identify trends, gaps, and improvement opportunities
- Drive workforce management, quality assurance, and training initiatives to improve consistency and performance
- Optimize self-service, automation, and demand-reduction initiatives while maintaining customer satisfaction
- Manage operational budgets and vendor relationships, balancing cost control with service excellence
- Provide oversight and governance for offshore and third-party support providers
- Align closely with monitoring, dispatch, and asset-tracking functions to support proactive issue resolution
- Ensure clear escalation paths and incident management practices are consistently followed
Background & Qualifications
- 8 years of experience in customer support operations or a related operational leadership role
- 3 years leading managers or teams within a call center or multi-channel support environment
- Experience scaling support organizations in growth-stage or complex operational environments
- Proven success managing outsourced or offshore support partners
- Strong understanding of operational metrics, reporting, and performance management
- Experience working across technical systems and coordinating with engineering or service teams
- Comfortable operating across intake, monitoring, dispatch, resolution, and post-incident review workflows
- Strong leadership presence with excellent communication and stakeholder management skills
- Customer-centric mindset with a continuous improvement orientation
Salary : $145,000 - $175,000