Senior People Leader, Global Customer Support - AI-Native Transformation

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The organization is a pioneer of the Connected Operations™ Cloud, a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. The company is helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and the organization is excited to help digitally transform their operations at scale.

Working at the company means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as the organization builds for the long term.

About the Role

The organization is looking for a senior people leader to own the full lifecycle of support readiness and quality intelligence for its Global Customer Support organization. This role sits at the intersection of learning, delivery, and quality — responsible for making sure agents are prepared to perform, and that the organization has the systems in place to measure and continuously raise the bar on what “good” looks like.

The successful candidate will be joining a team that is actively mid-transformation toward an AI-native operating model. In this role, the individual will be expected to drive their team’s AI fluency, make informed decisions about AI tooling, and rebuild how both the Delivery and Quality Intelligence functions operate in an environment where AI is doing more of the transactional work and humans are focused on judgment, coaching, and insight generation.

The role will lead two consolidated teams: a Delivery team spanning Training, Instructional Design, and Program Coordination, and a Quality Intelligence team responsible for audit operations, AI-augmented review, and insight generation. The ideal candidate has a proven track record of building and integrating multi-functional teams, and can operate fluidly across Sales, Operations, Product, and Leadership stakeholders to connect program outcomes to business results. This is a role for someone who brings both operational depth and strategic range — someone who can shape the long-term vision while staying close enough to execution to remove blockers and develop talent.

This role reports to the Director of Support Readiness & Intelligence, and partners closely with Support Operations, Workforce Management, and cross-functional stakeholders across the support organization.

This is a remote role open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

In This Role, You Will

Lead AI-Native Transformation

• Own the team’s shift to an agentic operating model across both Delivery and Quality Intelligence. This means establishing workflows that leverage AI tools to scale capacity and improve output quality.

Own Support Readiness Delivery

• Lead the design and delivery of onboarding, upskill, and continuous learning programs across all support tiers and channels. Ensure content is built for skill retention and that programs translate into measurable performance outcomes.

Drive Quality Intelligence Operations

• Lead a team of QA analysts focused on audit execution, model validation, and trend identification. Work in close partnership with the QI strategy function to translate findings into actionable coaching signals and enablement content.

Develop a Coaching & Feedback Infrastructure

• Build the QA-to-coaching routing, calibration cadence, and feedback frameworks. Partner with Enablement to keep tools and QA signals aligned with the broader development strategy.

Drive Cross-Functional Alignment

• Serve as the connective tissue between learning outcomes, quality signals, and business priorities and bring a point of view to leadership conversations, not just data.

Measure What Matters

• Own the KPI framework across both teams and translate program activity into business impact, e.g., AHT reduction, CSAT improvement, time-to-proficiency, and audit coverage.

Champion the Organization’s Cultural Principles

• Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team.

Minimum Requirements

• 13+ years of related professional experience, with at least 5 years in a people management role leading multi-functional teams
• Demonstrated experience leading teams through technology or operational transformation, with a working knowledge of how AI tools are reshaping support and enablement functions
• Demonstrated experience partnering across functions including operations, product, or go-to-market to align program strategy to business priorities

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

• Strong program management skills including cross-functional leadership, systems thinking, and data-driven decision making
• Excellent communicator who can operate fluidly from analyst-level detail to VP-level narrative
• B.A./B.S., preferably in education, business, or another quantitative discipline

Ideal Candidate Also Has

• Hands-on experience building agentic workflows to scale team capacity and increase delivery efficiency with a point of view on where AI is headed in support and enablement, and the credibility to bring the team and stakeholders along
• Experience managing through organizational transformation, particularly agentic operating models
• Proven track record of building and scaling programs from the ground up in a high-growth environment

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.

Annual Base Salary

$118,440—$190,350 USD

Total Rewards

The organization builds for the people who keep the global economy moving. The company wants owners, not passengers, which is why its rewards are designed to fuel high-impact builders. The compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. The company meaningfully differentiates pay for its top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, the organization provides the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.

Flexible Working

The organization embraces a flexible working model that caters to the diverse needs of its teams. Offices are open for those who prefer to work in-person and remote work is supported where it aligns with operational requirements. For certain positions, being close to one of the offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with service regions. In these cases, the job description will clearly indicate any working location requirements. The goal is to ensure that all members of the team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging

The organization welcomes everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. The organization depends on the unique approaches of its team members to help solve complex problems and wants to ensure that it is a place where people from all backgrounds can make an impact.