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Senior Director of Services

Customer Success | San Francisco, CA | Full Time

Job Description

Company

At Directly, we believe the fundamental nature of work is changing from fixed to fluid, as AI and collaborative technology transform how people and companies work in the next economy.  We’re leading this shift with an enterprise platform that changes the way companies think about customer support. Our Crowd-Powered AI platform combines machine learning and gig work to transform and scale customer service for world-class companies like Autodesk, LinkedIn, Microsoft, Pinterest, Samsung and SAP. We’re based in San Francisco and backed by top venture firms and angels from Silicon Valley.

www.directly.com
 

Role

Are you a skilled technical team builder, results oriented, highly motivated software/services engineer who loves to design and build solutions for customers?  Do you thrive on customer interactions and seeing customer requirements become a reality? Can you build a team and processes that scales to support the largest technology enterprises?  We are looking for a high performing services engineer leader able to build a team and solutions that enable Directly’s leading edge AI support solution to deliver full value to its customers. 

The leader of the Services Team will be in the very middle of implementing Directly’s platform and responsible for delivering creative technical solutions for our clients to get the most value.  Leading a team of services engineers and seeing the tangible results of their work in high performing networks of experts delivering automated and personal responses in support of the largest technology companies on the planet.

 

Core Responsibilities

  • Primary role is to lead all facets of services including design, development and deployment of solutions enabling customers to achieve the highest value from Directly’s Crowd-Powered AI solution.  This is a customer facing role, interacting with the technical and developer contacts with our customers to achieve the desired outcome.
  • Build and lead a team of services and support engineers that deliver comprehensive solutions to our largest enterprise customers and resolve support issues.  

  • Establish fundamental processes and development tools to ensure high quality and scalable services infrastructure.

 

Requirements

  • 7-10 years services engineering experience including significant customer facing roles requiring consultative skills, project management and development

  • 6+ years of management and leadership with demonstrated ability to build teams and processes that operate at a high level of efficiency and quality

  • 5+ years coding experience integrating with REST API’s, SDKs, HTML/CSS/Javascript

  • Experience with cloud infrastructure (AWS, Azure, etc.)

  • Agility and experience building and scaling teams in fast-paced, high growth, startup environments

  • Experience with scrum/agile processes and scalable development and implementation processes

  • Experience with CRM, integrations with CRM's, contact center technology required

  • 4 year Computer Science BS degree

  • Advanced degree a plus

 

Attributes

  • Exceptional solutions developer: able to extract customer requirements and develop creative, practical solutions

  • Client leadership:  able to collaborate with customer’s technical contacts to lead the development and design of the best solution

  • Presentation and communication skills: ability to create comprehensive presentations incorporating technical information to achieve desired outcome.

  • Team leadership skills:  able to actively build and lead a services team with direction, assignments and accountability  

  • Adaptability:  ability to continuously monitor situational circumstances and make immediate changes as need to adapt to a new environment

 

Directly is an equal opportunity employer. We believe in diversity and inclusion as a strength.