Senior Director of Services
San Francisco, CA

Job Description

Are you a skilled technical team builder and 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 an org that scales to support the largest technology enterprises? We are looking for a high performing Senior Director of Services to build a team and solutions that enable Directly's leading edge AI support solution to deliver full value to its customers.

Role & Responsibilities:

* Lead all facets of Services including design, development, deployment, and support of solutions, enabling customers to achieve the highest value from Direclty's Customer Experience Automation platform. This is a strategic role, determining the optimum organization structure and services offerings. It is also a customer facing role, interacting with the senior contacts to assure them that your services team can deliver to achieve desired results.
* Build and lead a team of Solution Architects and Solutions Engineers, Services and Support Engineers, Project Management, and QA that deliver comprehensive solutions to our largest enterprise customers, like AirBnB, Microsoft, and Samsung.
* Establish fundamental processes and development tools to ensure high quality and scalable services infrastructure.

Skills & Experience:

* 7 - 10 years Services Engineering experience including significant customer facing roles requiring consultative skills, executive interactions, and customer leadership
* 4 - 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.)
* Knowledge and implementation expertise with messaging conversational applications such as Salesforce Live Agent Chat, Web Chat controls, Facebook messenger, etc.
* 3+ years experience in a start-up or high-growth environment
* Client leadership: ability to collaborate with customer's technical contacts to lead the development and design of the best solution
* Presentation and communication skills: a knack for creating comprehensive presentations, incorporating technical information to achieve desired outcome
* Team Leadership: passionate team leader with ability to grow and manage a Services team with direction, assignments, and accountability
* Adaptability: you're agile and able to continuously monitor situational circumstances, making immediate changes as needed to adapt to a new environment
* 4 year Computer Science BS degree required
* Advanced degree a plus

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Directly is a leader in support automation, helping enterprise companies launch and train virtual agents that double their automation rate. Companies like Airbnb, Microsoft, and Samsung use our expert-in-the-loop AI platform to tap the expertise of their most experienced customers, delivering content, training, and answers to their virtual agent to significantly boost performance.

Our platform delights customers with knowledgeable, personalized, and empathetic support interactions while creating new economic opportunity for people in the AI era. We integrate with leading CRM applications, messaging applications, and virtual agents.

Directly is based in San Francisco and backed by Microsoft's M12 Ventures, True Ventures, Costanoa Ventures, and Northgate Capital. We've got a an amazingly talented team focused on collaboration and melding together creativity, technology, and data-driven insights. Come join Directly and contribute to our culture of curiosity, authenticity, and innovation!