Senior Director, Enterprise Support

We are seeking a Senior Director of Product Support to own the health, performance, and integrity of a high-performing global support organization. This is a senior leadership role that operates at the intersection of people, process, and strategy.

You will set the standards for how managers lead, coach, and develop their teams. You will inspect execution, intervene early when performance or culture signals warrant it, and serve as the strategic voice of Support across cross-functional initiatives. You won’t just oversee the operation - you will shape it.

A typical week might include…

Performance & Manager Oversight

• Review team-wide performance trends across productivity, backlog, CSAT, QA, and KCS
• Audit manager 1:1 notes and coaching plans for completeness, tone, and follow-through
• Observe manager interactions and provide direct, actionable feedback to develop leadership capability

Escalation & Operational Excellence

• Monitor escalation patterns and identify systemic issues requiring cross-functional resolution
• Champion process improvements in collaboration with Product, Ops, and Engineering
• Maintain dashboards tracking team health and performance; provide monthly readouts to senior leadership

Calibration & People Leadership

• Conduct regular skip-level conversations to surface engagement signals and management blind spots
• Lead monthly performance calibration sessions, ensuring coaching plans and PIPs are fair, consistent, and well-documented

Strategic Contribution

• Partner with cross-functional leaders on operational issues and company-level initiatives
• Develop managers into future senior leaders and contribute to the long-term capability of the organization

Do you have experience in Team supervision?, * 8+ years of people leadership experience, including at least 3 years leading managers

• Demonstrated ability to coach and develop managers to deliver sustained, measurable performance improvements
• Strong operational instincts with a track record of meeting or exceeding core support KPIs
• Strong executive presence and communication skills; able to represent Support credibly across the business
• B2B SaaS experience; staffing industry background a plus

Bonus points for:

• Experience leading support in a high-growth SaaS environment
• Involvement in operational transformation or M&A integration
• Interest in and application of AI tools to improve support operations and leadership effectiveness

3.83.8 out of 5 stars Remote $170,000 - $200,000 a year - Full-time, Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, The annual base salary range for this position is $170,000 - $200,000. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package., * Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

Bullhorn’s core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

We are a people-first culture where everyone’s contribution is valued and respected. We’re looking for smart, forward-thinking individuals who aren’t afraid to challenge the status quo and bring fresh perspectives to the table. If you’re someone who thrives in a casual, yet fast-paced and agile environment, we’d love to have you join us.

Bullhorn’s core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone.