What are the responsibilities and job description for the Director, Operations - Product & Software Support position at i3 Verticals?
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