Sr. Director, Americas Support Lead (Hybrid Work Schedule)

Senior Director Americas Support Lead

Location: Houston Texas or Dallas Texas

Model of Work: Hybrid

Are you excited by challenges Do you enjoy working in a fast-paced international and dynamic environment Then now is the time to join Quorum Software a rapidly growing company and industry leader in oil & gas transformation.

Quorum Software is the worlds largest provider of digital technology focused solely on business workflows that empower the next evolution of energy. From emerging companies to supermajors throughout every region of the globe customers rely on Quorums proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth. Our industry-leading solutions are transforming energy companies across the entire value chain helping visionary leaders evolve their organizations into modern energy companies.

Overview

The Senior Director Americas Support Lead is responsible for overseeing and continuously improving customer support operations across the Americas region. This role ensures that customer needs are met with efficiency empathy and professionalism while aligning regional efforts with global support strategies.

As a regional leader this position plays a pivotal role in implementing innovative solutions leveraging data insights and ensuring alignment with the companys digital transformation initiatives to deliver exceptional support experiences.

Responsibilities

Regional Leadership:

• Manage and oversee day-to-day support operations across the Americas region ensuring alignment with global support objectives and a consistent standard of operational rigor and efficiency.
• Collaborate with Engineering Product and cross-functional leadership to align regional initiatives with company-wide goals and engineering roadmaps.
• Represent NA Support in executive-level forums and cross-functional planning conversations.

Team Leadership and Development:

• Lead mentor and develop a multi-tier support management team including directors senior managers and front-line managers across multiple product lines.
• Drive accountability and performance across the management layer including coaching managers on how to develop their own teams.
• Oversee recruitment onboarding and ongoing development to ensure a skilled and motivated workforce.
• Promote a high-performing culture of integrity and quality where employees feel valued challenged and equipped to grow.

Workforce Transformation and AI Adoption:

• Lead the organization through active workforce redesign driven by AI and automation including role transitions span of control changes and reskilling initiatives.
• Champion AI tool adoption at the team level ensuring managers and agents integrate new capabilities into their daily workflows.
• Partner with Support Effectiveness and internal enablement functions to close knowledge and performance gaps identified through AI pipeline data and performance grading.

Operational Excellence:

• Own key performance metrics including service level objectives (SLO) Customer Satisfaction (CSAT) score CSAT response rate and case backlog aging.
• Drive proactive management of the engineering-linked case backlog coordinating with Engineering on tracked cases and escalation handling to prevent aging and resolution gaps.
• Ensure effective utilization of Salesforce the knowledge base and AI-assisted case tools to enable high quality communication technical accuracy and resolution speed.
• Identify and close process gaps particularly around case hygiene engineering handoff and resolution documentation.

Management Intelligence and Decision-Making:

• Use operational data as a management tool not just a reporting mechanism - translating trends signals patterns and behaviors into decisions actions and process improvements.
• Enable and drive accountability for evidence-based recommendations not just surface-level observations.
• Deliver executive reporting and quarterly business reviews that connect data directly to outcomes and decisions.

And other duties as assigned.

Requirements

• 12 years in customer support or customer success with 5 years in a leadership role including direct experience managing managers.
• Demonstrated success leading global regional or multi-team support organizations through measurable improvements in customer experience and operational performance.
• Proven ability to lead teams through organizational change including workforce redesign automation adoption or technology transformation.
• Strategic mindset with the ability to translate company-wide priorities into regional execution plans.
• Data-driven approach to decision-making with comfort analyzing SLO trends CSAT data and backlog metrics to drive action.
• Excellent communication and interpersonal skills to collaborate across Support Engineering Product and executive leadership.
• Customer-focused with a commitment to delivering empathetic high-quality support at scale.

Preferred Skills

• Industry experience in software or oil and gas is a plus.
• Familiarity with Salesforce CRM and SLO-based performance management frameworks.
• Experience with AI-assisted support tooling or automated case management pipelines.

Additional Details

• Background Check: The successful candidate will need to successfully complete the following clearances: Criminal History Check Education Verification Employment Verification Drivers License Verification and passport/ID validation.
• Visa Sponsorship: Employment eligibility to work with Quorum Software in the United States is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.

About Quorum Software
Quorum Software connects people and information across the energy value chain. Twenty years ago we built the first software for gas plant accountants. Pipeline operators came next followed by land administrators pumpers and planners. Since 1998 Quorum has helped thousands of energy workers with business workflows that optimize profitability and growth. Our vision for the future connects the global energy ecosystem through cloud-first software data standards and integration. The trusted source of decision-ready data for 1800 companies Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information visit.

Quorum Diversity Statement:At Quorum we are committed to fosteringcultivatingand preserving a culture of belonging. We want to be the place where a diverse pool of talented peoplejoinus stay with us and do their best work. With a diverse team of employees we grow and learn better together. The collective sum of the individual differences life experiences knowledge innovation self-expression and talent that our employees invest in their work represents not only part of our culture but our reputation and our achievements. We are fully focused on equity and equality and believe deeply in diversity of race gender sexual orientation age religion ethnicity national origin ability neurodiversity and all the other characteristics that make us unique.

Quorum Business Solutions and Quorum Software are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race color religion age sex sexual orientation gender identity national origin ancestry veteran status disability genetic information or any other basis protected by law.

Those applicants requiring reasonable accommodation to the application and/or interview process should notify a member of the Human Resources Department

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