Why This Job is Featured on The SaaS Jobs
Global Support Operations is a core function in mature SaaS businesses where recurring revenue depends on consistent service quality across regions, time zones, and product complexity. This Director role stands out because it sits at the intersection of support delivery, workforce strategy, and platform-level automation, with an explicit mandate to evolve legacy processes toward AI supported operating models. In the current SaaS landscape, that combination signals a company operating at meaningful scale and investing in support as a strategic lever, not just a cost center.
For a long-term SaaS career, the work builds durable operating skills that translate across enterprise software: tiered support design, capacity planning, knowledge management, and metrics that connect support activity to customer outcomes. The remit also creates repeated exposure to cross functional decision making with Product, Engineering, and Sales, which is where many SaaS leaders learn to turn customer signals into prioritized improvements and measurable service performance.
This role is best suited to an operator who prefers systems thinking over ad hoc firefighting, and who is comfortable leading through influence as much as through direct management. It fits someone at a senior stage who wants ownership of global mechanisms and measurement, and who is motivated by continuous iteration on how support is staffed, automated, and governed.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.
About the Role
As Snowflake scales, we are seeking a Director of Global Support Operations to influence and execute our organizational-level support strategy. This leader will be responsible for transforming our global support infrastructure into an AI-accelerated, outcome-based engine that prioritizes service excellence and customer satisfaction.
In this role, you will lead a global team united by a mission to improve the customer experience through operational excellence. You will balance the daily reliability of our support engine with a "dual-track" focus on replacing legacy manual processes with automated, predictive systems. You will empower your managers to take on more scope, ensuring the global team remains aligned with Snowflake's strategic goals.
Reporting to senior leadership, you will work cross-functionally with Support, Sales, Product, and Engineering to address inefficiencies and drive continuous learning through customer advocacy. This is a unique opportunity for a transformation operations leader to architect the future of Global Support and support operations at scale while fostering a culture of proactive intelligence.
Support & Workforce Strategy
Support Business Partnership: Serve as a strategic partner to the Head of Global Support, her regional leaders, and the broader Support leadership team to align operational goals with organizational strategy, ensuring consistent service delivery and collaborative problem-solving across all territories.
Business Planning: Assist in developing an annual business plan that incorporates support best practices to meet market and company growth requirements.
Support Offerings & Tiering: Design and maintain a tiered support service model that aligns service levels with customer needs, ensuring clear value propositions across all support tiers while balancing cost-to-serve.
Global Support Enablement: Establish a scalable framework for continuous learning, tool proficiency, and knowledge management, ensuring support engineers globally have the training, documentation, and resources to deliver consistent, high-quality assistance.
AI-Augmented Staffing: Transition global support teams from manual allocation to a skill-based, AI-augmented staffing model that optimizes resource deployment across technical domains.
Capacity & Sourcing: Develop hiring and retention strategies for optimal staffing, partnering with recruiting to define profiles that meet Snowflake's evolving support needs.
Operations Leadership
Success Metrics: Define and track global and geo-level success metrics, shifting focus from traditional volume to outcome-based measures like customer consumption uplift.
Data-Driven Improvement: Analyze operations to provide cost-effective suggestions for improvement, utilizing data to address global inefficiencies proactively.
Support Intelligence: Institutionalize learnings from customer experiences and support data to drive continuous improvement in global support operations.
Strategic Leadership & Team Development
Empowering Teams: Empower managers to take on more responsibility, giving them the space to grow their teams without micro-management.
Inspiring Culture: Inspire and motivate staff members during challenging times or tight deadlines, maintaining high morale and energy across the global organization.
Decision Accountability: Ensure decisions on difficult matters are made thoughtfully and acted upon effectively, holding peers and team members accountable.
What We're Looking For
10+ years in Support/Operations: Technical support background with proven experience in support excellence and managing global operations.
Transformation Fluency: Track record of leading operational transformations and replacing manual workflows with AI/automated systems.
Strategy Influence: Ability to participate in and influence organizational-level strategy while collaborating across cross-functional boundaries.
People Leadership: Experience in developing hiring strategies and motivating high-performing teams through change and growth.
Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.
How do you want to make your impact?
For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com
