Senior Director, Enterprise Support

About the role

We are seeking a Senior Director of Product Support to own the health, performance, and integrity of a high-performing global support organization. This is a senior leadership role that operates at the intersection of people, process, and strategy. You will set the standards for how managers lead, coach, and develop their teams. You will inspect execution, intervene early when performance or culture signals warrant it, and serve as the strategic voice of Support across cross-functional initiatives. You won't just oversee the operation - you will shape it. A typical week might include... Performance & Manager Oversight Review team-wide performance trends across productivity, backlog, CSAT, QA, and KCS Audit manager 1:1 notes and coaching plans for completeness, tone, and follow-through Observe manager interactions and provide direct, actionable feedback to develop leadership capability Escalation & Operational Excellence Monitor escalation patterns and identify systemic issues requiring cross-functional resolution Champion process improvements in collaboration with Product, Ops, and Engineering Maintain dashboards tracking team health and performance; provide monthly readouts to senior leadership Calibration & People Leadership Conduct regular skip-level conversations to surface engagement signals and management blind spots Lead monthly performance calibration sessions, ensuring coaching plans and PIPs are fair, consistent, and well-documented Strategic Contribution Partner with cross-functional leaders on operational issues and company-level initiatives Develop managers into future senior leaders and contribute to the long-term capability of the organization This role is a fit for you if you have ... 8+ years of people leadership experience, including at least 3 years leading managers Demonstrated ability to coach and develop managers to deliver sustained, measurable performance improvements Strong operational instincts with a track record of meeting or exceeding core support KPIs Strong executive presence and communication skills; able to represent Support credibly across the business B2B SaaS experience; staffing industry background a plus Bonus points for: Experience leading support in a high-growth SaaS environment Involvement in operational transformation or M&A integration Interest in and application of AI tools to improve support operations and leadership effectiveness The annual base salary range for this position is $170,000 - $200,000. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package. Compensation and Transparency Statement The posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request. What we offer... Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more Unlimited Planned Paid Time Off Global Mental Health Support On-Demand Learning & Development Quarterly paid volunteer days Lucrative Employee Referral Program (eligible for prior to your first day) Company-wide mentor program Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on deliv