Everbridge6d ago

New

USD 174000–220000/yr

Sr. Director, Support Intelligence & Transformation

United StatesRemoteFull Timesenior

OtherDirector

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Quick Summary

Overview

At Everbridge, our mission is to help protect people and communities during their most critical moments. As a global leader in critical communications, public warning, and enterprise safety solutions,

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OtherDirector

At Everbridge, our mission is to help protect people and communities during their most critical moments. As a global leader in critical communications, public warning, and enterprise safety solutions, we enable governments, emergency services, and organizations worldwide to deliver trusted, life-saving communications at scale.

We are looking for Sr. Director, Support Intelligence & Transformation. This is a remote/home-based role to be based anywhere in the US. In this role as a Sr. Director, Support Intelligence & Transformation, you will be responsible for driving the evolution of Global Support into a more proactive, intelligence-driven, AI-enabled customer operations organization.

This role serves as the operational transformation leader for the Support organization, owning operational intelligence, escalation governance, support telemetry, workflow automation, operational readiness, systems optimization, and cross-functional operational alignment across Support, Product, Engineering, and Customer Experience teams.

The position is designed to help scale and modernize support operations through a combination of:

AI-enabled workflows
operational analytics and telemetry
automation and orchestration
service governance
customer experience intelligence
operational maturity initiatives

This is not a traditional support delivery management role. Instead, it is focused on building the future-state support operating model by enabling scalable, proactive, and intelligence-driven customer operations.

Establish and operationalize support intelligence frameworks across the organization
Develop visibility into:

escalation trends
customer risk indicators
operational bottlenecks
supportability concerns
release adoption and readiness signals

Partner with analytics resources to drive telemetry-informed operational decisions
Support development and operationalization of Customer Experience Intelligence initiatives

Identify and implement AI-enabled operational workflows that improve scalability and reduce friction
Drive automation opportunities across support operations and customer workflows
Partner cross-functionally on workflow orchestration and operational efficiency initiatives
Evaluate and improve operational processes through intelligent tooling and automation capabilities
Support broader organizational AI transformation initiatives as they relate to customer operations

Oversee escalation management functions and operational escalation governance
Improve escalation criteria, ownership models, and response processes
Coordinate operational readiness for major releases, customer-impacting events, and strategic initiatives
Drive post-incident operational reviews and continuous improvement initiatives
Partner with Product and Engineering on operational risk mitigation and supportability alignment

Partner with Product, Engineering, CX, TAM, and Enablement teams to improve customer readiness and operational preparedness for releases
Establish structured operational feedback loops between Support and Product organizations
Support operational adoption visibility and customer impact analysis post-release including kb
Operationalize the Release Readiness framework and associated governance models

Oversee support operational tooling and systems optimization
Drive operational standardization and scalability initiatives
Reduce dependency on tribal knowledge through process maturity and operational enablement
Partner on tooling strategy, workflow optimization, and service scalability improvements
Support operational readiness for strategic integrations and organizational growth initiatives

Responsibilities

~3 min read

→Lead and mentor operational support functions including escalation governance, systems, analytics, and operational readiness teams
→Foster a culture of operational excellence, accountability, innovation, and proactive customer advocacy
→Influence cross-functional organizations through operational insight, analytics, and strategic partnership
→Drive organizational maturity initiatives aligned to the future-state support operating model

→7+ years of experience in technical support, support operations, customer operations, service management, or operational transformation leadership
→Experience leading operational transformation initiatives within SaaS or enterprise software environments
→Strong understanding of AI-enabled operational workflows, automation, or operational intelligence models
→Experience with support telemetry, escalation governance, workflow orchestration, and operational analytics
→Experience partnering cross-functionally with Product, Engineering, CX, and customer-facing organizations
→Strong analytical, operational, and systems-thinking capabilities
→Ability to influence organizational change through collaboration, operational leadership, and data-driven decision making
→Experience scaling support organizations through operational maturity, tooling optimization, and intelligent automation

The reasonably estimated salary for this role at Everbridge ranges from $174,000 - $220,000 and may also include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Everbridge offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements.

Fair Chance Statement US & Canada

We are committed to providing equal employment opportunities in compliance with all applicable Federal, Provincial/State and Local laws, including the California Fair Chance Act and any local County Fair Chance Ordinance (or local equivalent). Pursuant to these and other relevant regulations, we consider qualified applicants with criminal histories in a manner consistent with the law.

For roles subject to background checks, the following material job duties may be affected by an applicant’s criminal history:

- Access to sensitive or confidential information, such as financial records, proprietary data, or client information.

- Management of cash, company funds, or other valuable assets.

- Work in environments requiring heightened security measures.

- Compliance with contractual or regulatory requirements specific to the position.

We evaluate each applicant's criminal history individually, considering its nature, timing, and relevance to the specific job duties, while maintaining our commitment to fair hiring practices and promoting workplace equity.

About Everbridge

Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. In today’s unpredictable world, resilient organizations minimize impact to people and operations, absorb stress, and return to productivity faster when deploying critical event management (CEM) technology. Everbridge digitizes organizational resilience by combining intelligent automation with the industry’s most comprehensive risk data to Keep People Safe and Organizations Running™. For more information, visit www.everbridge.com, read the company blog, and follow on Twitter. Everbridge… Empowering Resilience

Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Location & Eligibility

Where is the job

United States

Remote within one country

Who can apply

Open to applicants worldwide

Listing Details

Posted: June 16, 2026
First seen: June 16, 2026
Last seen: June 22, 2026

Posting Health

Days active: 0
Repost count: 0
Trust Level: 87%
Scored at: June 16, 2026

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Everbridge

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Everbridge, Inc. is a global software company that provides enterprise software applications to automate and accelerate an organization's operational response to critical events, helping to keep people safe and organizations running. Its Critical Event Management (CEM) platform is used by thousands of organizations worldwide to manage the full lifecycle of a critical event.

Employees

3k+

Founded

2002

Domain

everbridge.com

Jobs

View 14 jobs

View company profile

Salary

USD 174000–220000

per year