Director, Customer Solutions Support
The Director of Customer Solutions Support plays a critical leadership role in delivering on the company's mission by ensuring customers receive exceptional support for the technology solutions that power their operations. This position sits at the intersection of customer experience, product innovation, and efficient operations, leading the strategy, performance, and continuous evolution of the support organisation.
Beyond running day-to-day operations, the Director serves as a key partner to help shape customer outcomes, influence product quality, and drive business success. This is a unique opportunity for a leader who is passionate about building successful support organisations, developing high-performing teams, and using technology to create scalable, customer-centric solutions. The role offers significant visibility across the business and the ability to influence pivotal initiatives while leading a function that directly impacts customer satisfaction, product adoption, and long-term customer loyalty.
- Lead and develop a high-performing technical support organisation responsible for delivering exceptional customer experiences and operational excellence.
- Establish and implement the support strategy, goals, and roadmap aligned with company objectives.
- Lead all aspects of daily support operations, ensuring timely resolution of customer issues and achievement of service level commitments.
- Manage support performance through important measures, including customer happiness, response times, resolution times, backlog health, and handling of critical issues.
- Serve as the executive point of contact for critical customer concerns and major service-impacting events.
- Partner closely with Product, Technology, Customer Success, Training, and Implementation teams to improve product quality, customer adoption, and service delivery.
- Drive root cause analysis and corrective actions for recurring customer issues.
- Participate in release readiness and deployment planning activities to ensure operational preparedness for new products and enhancements.
- Develop and maintain support processes, policies, knowledge management practices, and quality standards.
- Identify and implement opportunities for automation, self-service, AI enablement, and operational efficiency.
- Manage staffing, workforce planning, budgeting, and resource allocation to support business growth.
- Provide regular executive reporting on support performance, customer trends, risks, and improvement initiatives.
- Build a culture of accountability, critical, continuous improvement, collaboration, and customer advocacy.
- 8+ years of dynamic experience in customer support, technical support, or service delivery leadership (required)
- 5+ years of experience leading managers and multi-level support organisations in enterprise software, SaaS, technology, or other complex technical environments (required)
- Experience managing executive customer relationships and high-impact partner concerns (required)
- Demonstrated ability to build, coach, and develop high-performing teams (required)
- Strong analytical and problem-solving skills with the ability to use data to drive decisions and improvements (required)
- Experience collaborating effectively across Product, Engineering, Customer Success, Sales, and Implementation organisations (required)
- Knowledge of support technologies and CRM platforms such as Salesforce Service Cloud or similar systems (required)
- Excellent communication, presentation, and collaborator management skills (required)
- Ability to balance long-term planning with day-to-day operations in a fast-paced environment (required)
- Experience supporting critical enterprise applications (preferred)
- Experience with release readiness, operational readiness, and deployment governance processes (preferred)
- Experience leading organisational transformation, supporting modernisation, or SaaS transition initiatives (preferred)
- Experience implementing AI, automation, and self-service support capabilities (preferred)
- Health, dental, and vision insurance
- Paid time off
- 401(k) plan with employer matching
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.