An opportunity has emerged in our network for a Director, Customer Support & Review Programs at G2, the world’s largest and most trusted software marketplace, used by over 100 million people annually. This is a senior leadership role responsible for two distinct yet complementary global operational teams: Customer Support and Customer Review Programs.

This is a full-time position, listed as Chicago or Remote (US), reporting to the Revenue department. The total compensation package (Base + Bonus) is targeted at $175,000–$200,000.

The Role and Operational Vision

This Director will lead approximately 4 managers/team leads and over 20 global resources across the US, APAC, and EMEA. The core mission is to achieve measurable business outcomes through operational excellence, human productivity, and significant customer impact, leveraging AI and automation for scale.

• Leadership & Strategy: Lead and manage the two distinct teams, establishing a unified operational vision while ensuring each function meets its defined KPIs, service levels, and productivity goals. Serve as an advocate for operational teams in cross-functional planning with Product, Engineering, Marketing, and Customer Success.
• Operational Excellence & AI: Drive process standardization and efficiency across both functions. Oversee the deployment and optimization of AI tooling (e.g., Forethought) and automation solutions to improve productivity, case resolution speed, and campaign execution rates. Ensure global coverage models are optimized for continuous, cost-efficient service.
• Customer Outcomes: Maintain high standards for customer satisfaction (CSAT). Ensure the Customer Review Programs team delivers measurable contributions to review volume, quality, and strategic campaign impact, while Customer Support operations meet SLAs and improve AI deflection/self-service success rates.
• Team Development: Hire, coach, and develop managers/team leads, creating career paths that encourage skill development across both operational and strategic campaign roles.

Required Experience and Technical Qualifications

The ideal candidate is a data-driven operational leader with a proven track record of scaling multiple customer-facing functions in a global SaaS environment, with a focus on implementing AI tools.

• Experience: Minimum 8 years in operational leadership and management roles within technology or SaaS organizations, with experience managing multiple teams or functions.
• Operational Excellence: Proven success in delivering operational excellence in both customer-facing support and program execution environments.
• AI & Automation: Demonstrated experience implementing and scaling AI and automation tools; Forethought.ai experience strongly preferred.
• Tooling: Proficient in operational toolsets, including Salesforce Service Cloud, Jira, and analytics platforms.
• Leadership: Experience leading global teams with diverse operational goals and distributed workforces.
• Collaboration: Strong cross-functional collaboration skills, with a track record of aligning with Product, Engineering, Marketing, and Customer Success stakeholders.