Hiring: Sr. Director, Americas Support Lead (Hybrid Work Schedule) Company: Quorum Software Location: Houston, TX Job Posted Time: 2026-09-03 14:50:36 Employment Type: Hybrid Target Skills & Keywords : Digital Transformation, Salesforce About the job Experience: •12+ years in customer support or customer success, with 5+ years in a leadership role including direct experience managing managers. Required Skills: •Manage and oversee day-to-day support operations across the Americas region, ensuring alignment with global support objectives and a consistent standard of operational rigor and efficiency. •Partner cross-functionally with Engineering, Product, and cross-functional leadership to align regional initiatives with company-wide goals and engineering roadmaps. •Represent NA Support in executive-level forums and cross-functional planning conversations. •Team Leadership And Development •Lead, mentor, and develop a multi-tier support management team, including directors, senior managers, and front-line managers across multiple product lines. •Drive accountability and performance across the management layer, including coaching managers on how to develop their own teams. •Oversee recruitment, onboarding, and ongoing development to ensure a skilled and motivated workforce. •Promote a high-performing culture of integrity and quality, where employees feel valued, challenged, and equipped to grow. Qualifications: •And other duties as assigned. •Demonstrated success leading global, regional or multi-team support organizations through measurable improvements in customer experience and operational performance. •Proven ability to lead teams through organizational change, including workforce redesign, automation adoption, or technology transformation. •Strategic mindset with the ability to translate company-wide priorities into regional execution plans. •Data-driven approach to decision-making, with comfort analyzing SLO trends, CSAT data, and backlog metrics to drive action. •Excellent communication and interpersonal skills to collaborate across Support, Engineering, Product, and executive leadership. •Customer-focused with a commitment to delivering empathetic, high-quality support at scale. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!