Job Overview
Location
United States
Job Type
Full-time
Category
Data Science
Date Posted
June 16, 2026
Full Job Description
đź“‹ Description
- • Lead the strategic transformation of Everbridge’s Global Support organization into a proactive, intelligence-driven, AI-enabled customer operations function, moving beyond traditional support delivery models.
- • Own the design, implementation, and continuous improvement of operational intelligence frameworks that leverage support telemetry, customer feedback, and system data to drive predictive insights and proactive interventions.
- • Develop and govern escalation protocols and service governance models that ensure consistent, scalable, and high-quality customer outcomes across global support teams.
- • Drive the integration and automation of workflows across Support, Product, Engineering, and Customer Experience teams to eliminate manual processes, reduce resolution times, and improve operational efficiency.
- • Build and maintain a comprehensive support telemetry ecosystem that captures, analyzes, and visualizes key operational metrics to inform decision-making and identify systemic customer experience issues.
- • Partner with Product and Engineering to translate operational insights into product enhancements, feature prioritization, and system improvements that reduce support volume and increase customer self-sufficiency.
- • Lead operational readiness initiatives to ensure new product releases, regional expansions, and process changes are supported by scalable, tested, and documented operational frameworks.
- • Optimize support systems and tools to maximize performance, integration, and user adoption across global teams, ensuring alignment with enterprise-wide technology standards.
- • Establish and track key performance indicators for operational maturity, including first-contact resolution, customer satisfaction, agent productivity, and automation coverage.
- • Serve as the primary liaison between Support and cross-functional leadership to align operational goals with broader company objectives in customer experience, product development, and global scalability.
- • Champion a culture of continuous improvement by embedding data-driven decision-making, AI-enabled automation, and process innovation into the daily operations of the Support organization.
- • Design and implement training and enablement programs that equip support teams with the tools, insights, and autonomy to operate effectively within the new intelligence-driven model.
- • Evaluate and select third-party technologies and platforms that enhance operational analytics, workflow automation, and customer experience intelligence capabilities.
- • Present regular executive reports on operational performance, transformation progress, ROI of automation initiatives, and emerging risks or opportunities in customer support operations.
- • Ensure all transformation initiatives comply with global data privacy, security, and compliance standards applicable to critical communications and public safety systems.
🎯 Requirements
- • Proven experience leading operational transformation in customer support or service organizations at a senior director level
- • Deep expertise in operational analytics, telemetry systems, and data-driven decision-making within customer operations
- • Demonstrated success implementing AI-enabled workflows, automation, and orchestration tools in high-scale support environments
- • Strong background in service governance, escalation management, and cross-functional alignment across Product, Engineering, and Customer Experience teams
🏖️ Benefits
- • Remote/home-based role with flexibility to work anywhere in the United States
- • Opportunity to shape the future of critical communications support operations at a global leader in public safety and enterprise resilience
- • Exposure to cutting-edge AI and automation technologies in a mission-critical industry
- • Collaborative culture focused on innovation, impact, and operational excellence
Skills & Technologies
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About Everbridge, Inc.
Everbridge, Inc. provides critical event management and enterprise safety software that helps organizations anticipate, respond to, and recover from threats to people, operations, and assets. Its SaaS platform automates communications during public safety hazards, IT outages, cyberattacks, and severe weather, delivering targeted alerts across voice, text, email, and mobile apps. Governments, healthcare systems, and Fortune 500 customers use the system to locate at-risk personnel, orchestrate response workflows, and analyze operational resilience. Everbridge integrates threat intelligence, risk visualization, and travel tracking to shorten response times and meet duty-of-care obligations.
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