Vice President Support Services - Harris Govern

We are seeking an experienced and visionary Vice President of Support Services to join our executive team. In this pivotal role, you will provide strategic leadership and direction for our Support Services organization, ensuring exceptional customer experiences while driving operational excellence, process innovation, and organizational growth. You will foster a culture of continuous learning, accountability, and high performance, while developing innovative strategies that enhance the overall customer experience.

As a key member of the leadership team, you will also provide visionary leadership in the application of Artificial Intelligence (AI) across the support organization. You will identify, evaluate, and implement AI-driven capabilities that enhance customer self-service, accelerate issue resolution, improve knowledge management, empower support professionals, and deliver actionable operational insights. The ideal candidate will possess a strong background in customer support leadership, proven experience building and developing high-performing teams, and a demonstrated ability to leverage emerging technologies and AI to improve customer outcomes, increase operational efficiency, and shape the future of modern customer support.

What will be your impact:

As the Vice President of Support Services, you will be instrumental in shaping the future of our customer interactions, operational excellence, and AI-enabled service delivery. You will:

• Develop and execute strategic plans for the Support Services organization, ensuring alignment with the company's vision, mission, and long-term business objectives.
• Define and execute the organization's AI strategy for Support Services, identifying opportunities to leverage AI to improve customer experience, increase employee productivity, automate repetitive work, and deliver actionable operational insights.
• Drive financial performance by accurately forecasting and delivering multi-million-dollar recurring revenue while maintaining a high revenue-to-OPEX ratio and minimizing forecast-to-actual variances.
• Spearhead annual pricing initiatives, oversee contract renewals, and implement strategies to track, understand, and reduce customer attrition.
• Serve as the executive point of escalation for critical customer and operational issues, ensuring timely, effective, and customer-focused resolution.
• Lead, mentor, and develop a high-performing team of managers, team leads, and support professionals while fostering a culture of accountability, innovation, continuous learning, and AI adoption.
• Establish, monitor, and continuously optimize key performance indicators (KPIs) that measure customer satisfaction, service quality, operational efficiency, AI adoption, and business outcomes.
• Oversee the development and continuous improvement of support processes, policies, knowledge management practices, and AI-assisted workflows that enhance scalability and service excellence.
• Champion digital transformation initiatives that modernize customer support through automation, intelligent self-service, predictive analytics, and AI-powered knowledge delivery.
• Collaborate closely with Product Management, Engineering, Professional Services, Sales, and Customer Success to continuously improve the end-to-end customer experience.
• Partner with the Sales organization to support strategic pre-sales engagements, demonstrating the strength of our post-sale support capabilities and helping secure new business opportunities.
• Ensure seamless transitions from implementation to ongoing customer support by partnering closely with Professional Services to preserve customer confidence and long-term success.
• Manage departmental budgets and resources effectively while identifying opportunities to improve productivity through technology, automation, and process optimization.
• Represent Support Services as a strategic executive leader, providing regular updates on organizational performance, customer health, AI initiatives, strategic risks, and opportunities for continuous improvement.

What we are looking for:

We are seeking a strategic leader who combines deep customer support expertise with a passion for innovation and technology. You should possess:

• A Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field, or equivalent professional experience.
• A minimum of ten (10) years of progressive customer support leadership experience, including at least five (5) years in a senior leadership or executive role.
• A proven track record of developing and executing strategies that improve customer satisfaction, operational performance, employee engagement, and business results.
• Demonstrated experience leading organizational transformation initiatives, including process improvement, digital transformation, and the practical adoption of Artificial Intelligence (AI).
• Strong executive leadership, communication, coaching, and relationship-building skills with the ability to influence across all levels of the organization.
• Exceptional analytical, financial, and problem-solving abilities with experience making data-driven decisions using operational metrics and customer insights.
• Experience leveraging CRM platforms, support ticketing systems, knowledge management solutions, analytics platforms, and AI-enabled customer support technologies.
• Experience managing departmental budgets, forecasting business performance, and optimizing resource allocation within established financial objectives.

What would make you stand out:

Beyond the core qualifications, exceptional candidates will also demonstrate:

• A deep understanding of emerging customer support trends, AI technologies, automation platforms, and the evolving expectations of modern SaaS customers.
• A proven ability to develop and execute an AI vision that transforms customer support through intelligent automation, AI copilots, predictive analytics, knowledge optimization, and enhanced employee productivity.
• Experience evaluating and implementing AI technologies responsibly while balancing innovation, governance, security, customer trust, and measurable business value.
• A history of building high-performing, innovation-focused organizations that embrace continuous improvement, experimentation, and data-driven decision making.
• Experience presenting strategic initiatives and operational performance to executive leadership, customers, and boards while serving as a trusted advisor on customer experience and service excellence.

Salary range: $155,000 - $170,000 USD per year.