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# Senior Director, Enterprise Support

- **Company:** Bullhorn
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $170,000.0 - $200,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Software as a Service
- **Published:** June 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4319b17e981424e1

## About the Role

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

## Description

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


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