Director, Global Sales Support & AI Transformation

• Your most important responsibility is the people you lead. You will:
• Coach, develop, and elevate a distributed team across regions, building stronger commercial, operational, technical, and digital capabilities.
• Create clear expectations, accountability, development paths, and strong coaching rhythms.
• Develop future leaders and deepen expertise across the organization.
• Build a culture of ownership, responsiveness, curiosity, high standards, and continuous improvement.
• Raise the pace and quality of execution while maintaining a strong, supportive team environment.

• You will own the quality, responsiveness, and reliability of Sales Support globally, from purchase-order intake and booking through execution, shipment coordination, and delivery readiness.
• Build a strong operating rhythm around Seller and Partner experience, customer responsiveness, SLA performance, booking flow, first-time-right quality, backlog health, and execution risks.
• Use performance data to identify patterns, remove root causes, and continuously improve the experience.
• Stay close enough to the work to understand what customers, Partners, Sellers, and the team actually experience.

• Sales Support sits at the intersection of commercial commitments and physical execution. You will ensure strong coordination across Sales, Operations, Supply Chain, Logistics, Production, and Finance so customer commitments translate into accurate orders and reliable delivery.
• Improve visibility across the order and delivery journey and surface execution risks early.
• Strengthen escalation and decision-making mechanisms for critical or high-value orders.
• Help ensure robotics and system orders move through the organization with clarity, quality, and predictability.

AI experience is a requirement for this role. We are looking for someone who has worked with AI-enabled tools, automation, intelligent workflows, or digital support transformation and understands how these technologies can reshape support.

• You do not need to be a software engineer, but you should be technically fluent and able to engage credibly with Product, IT, Data, and engineering teams.
• Identify and prioritize high-value use cases such as intelligent intake, AI-assisted triage, PO validation, knowledge assistants, proactive risk detection, next-best actions, and partner self-service.
• Shape agentic workflows that can coordinate routine tasks and actions across systems.
• Turn operational needs into clear business requirements, drive adoption, and build AI capability within the team.

This role extends well beyond Sales Support. You will represent the function with senior executives, Presidents, SVPs, and global functional leaders, translating operational complexity into clear insight, recommendations, and action.

• Influence decisions across Sales, Operations, Supply Chain, Finance, Product, and IT.
• Simplify processes, strengthen ownership, reduce recurring friction, and turn successful improvements into scalable global practices.
• Bring a global perspective while understanding regional realities, and help shape priorities, capacity, operating models, and transformation roadmaps.

• 8+ years of relevant experience in Sales Support, Customer Operations, Commercial Operations, Order Management, Sales Operations, Technical Support, or a related environment.
• Significant direct people leadership experience, including coaching, talent development, performance management, and capability building.
• Experience leading distributed or global teams in complex, high-scale organizations.
• A strong track record of building high-performing teams and raising organizational capability.
• Experience in a technology-led environment such as cloud, SaaS, enterprise software, digital platforms, or e-commerce.
• Demonstrated experience with AI, automation, or intelligent workflow transformation.
• Strong understanding of customer, partner, technical, or sales support operations.
• Experience working across complex commercial-to-execution workflows, such as order management, fulfillment, supply chain, logistics, or similar operational processes.
• Experience managing SLAs, quality, cycle time, workload, and operational performance.
• Strong analytical judgment and the ability to turn data into action.
• Executive-level communication and the ability to influence senior leaders across functions and geographies.
• A leadership style that combines high standards, empathy, accountability, curiosity, and bias for action.

• Experience from a high-scale, digitally mature technology organization where support operations have evolved through data, automation, AI, and self-service.
• Experience with Salesforce, CRM, ERP, case management, workflow, BI, automation, or AI platforms.
• Experience supporting complex products, enterprise customers, Partners, or ecosystem-driven business models.
• Experience in environments where commercial commitments must translate into complex physical or operational execution is especially valuable.
• Experience in robotics, automation, physical AI, or complex technology is helpful, but not required. What matters most is the ability and desire to bring strong technology and support leadership into this environment.