[Remote] Director of Global Support Operations

Note: The job is a remote job and is open to candidates in USA. Snowflake is a company focused on transforming the way enterprises operate through AI-native strategies. They are seeking a Director of Global Support Operations to lead the transformation of their support infrastructure into an AI-accelerated, outcome-based engine that prioritizes service excellence and customer satisfaction.ResponsibilitiesServe as a strategic partner to the Head of Global Support, her regional leaders, and the broader Support leadership team to align operational goals with organizational strategy, ensuring consistent service delivery and collaborative problem-solving across all territoriesAssist in developing an annual business plan that incorporates support best practices to meet market and company growth requirementsDesign and maintain a tiered support service model that aligns service levels with customer needs, ensuring clear value propositions across all support tiers while balancing cost-to-serveEstablish a scalable framework for continuous learning, tool proficiency, and knowledge management, ensuring support engineers globally have the training, documentation, and resources to deliver consistent, high-quality assistanceTransition global support teams from manual allocation to a skill-based, AI-augmented staffing model that optimizes resource deployment across technical domainsDevelop hiring and retention strategies for optimal staffing, partnering with recruiting to define profiles that meet Snowflake's evolving support needsDefine and track global and geo-level success metrics, shifting focus from traditional volume to outcome-based measures like customer consumption upliftAnalyze operations to provide cost-effective suggestions for improvement, utilizing data to address global inefficiencies proactivelyInstitutionalize learnings from customer experiences and support data to drive continuous improvement in global support operationsEmpower managers to take on more responsibility, giving them the space to grow their teams without micro-managementInspire and motivate staff members during challenging times or tight deadlines, maintaining high morale and energy across the global organizationEnsure decisions on difficult matters are made thoughtfully and acted upon effectively, holding peers and team members accountableSkills10+ years in Support/Operations: Technical support background with proven experience in support excellence and managing global operationsTransformation Fluency: Track record of leading operational transformations and replacing manual workflows with AI/automated systemsStrategy Influence: Ability to participate in and influence organizational-level strategy while collaborating across cross-functional boundariesPeople Leadership: Experience in developing hiring strategies and motivating high-performing teams through change and growthCompany OverviewSnowflake is a cloud data platform that provides a data warehouse as a service designed for the cloud. It was founded in 2012, and is headquartered in San Mateo, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.snowflake.com.Company H1B SponsorshipSnowflake has a track record of offering H1B sponsorships, with 76 in 2026, 428 in 2025, 281 in 2024, 154 in 2023, 182 in 2022, 113 in 2021, 98 in 2020. Please note that this does not guarantee sponsorship for this specific role.