{"id":732077,"url":"https://alion.io/job/intradiem-director-technical-experience","title":"Director, Technical Experience","company":{"id":680378,"name":"Intradiem","domain":"intradiem.com","url":"https://alion.io/company/intradiem","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":167000,"max_usd":286000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":378},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-21T16:49:07Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-31T14:52:13Z","board_verified":true,"closed_at":null,"days_open":71,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":70},"description":"Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences. \nWho We Are\nIntradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.\nWhat We Do\nOur platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.\nHow We Work\nWe solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.\nOur Culture\nWe’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.\nOur Values\nWe encourage our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:\nServant's Heart -We believe in caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.\nCraftsman's Attitude -We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).\nGrowth Mindset -We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.\nCurious about what it's like to work at a top Atlanta workplace? Explore more open roles and life at Intradiem.\nNote: Intradiem does not use artificial intelligence (AI) or automated decision-making technology to make hiring decisions. While we use technology tools to record and transcribe interviews for better note-taking, all employment decisions-from initial resume review through final hiring-are made by human team members. Applications are reviewed and evaluated by our People Team and hiring managers, ensuring our People-First approach is reflected in every step of our candidate experience.\nYour Role\nThis is a working director role. You will lead Intradiem's Technical Support organization and stay close to the work: aware of what is moving through the queue, present on critical incidents, and in front of customers when it matters. You will report to the SVP, Implementation Experience, alongside Technical Delivery and the PMO, and own the customer experience from go-live through steady-state support.\nSet the direction for Technical Support and run it day to day, aligning the team with company objectives and CX goals.\nOwn the support operating model, including case routing, swarming, escalation paths, and staffing coverage, to improve service delivery, efficiency, and scalability.\nLead the AI transformation of Technical Support, leading the selection, piloting, and rollout of AI-powered tools, automation, and workflows that reduce resolution time, deflect volume, and raise the quality of customer interactions.\nLead the Technical Support organization to achieve strategic and operational targets, including SLA performance, customer satisfaction, and efficiency metrics.\nOwn the support experience through the migration to our Harmoniq platform in 2027, tracking support health across platform versions and giving leadership a clear read to inform migration decisions.\nDrive continuous improvement in quality, efficiency, and customer effort, using AI and data to find gaps before customers do.\nStay close to critical and escalated cases, knowing their status and history well enough to speak to them with customers and leadership, and serve as the executive escalation point for P1 incidents and high-stakes customer issues.\nEstablish, oversee, and report on key performance indicators (KPIs) that measure the effectiveness and efficiency of technical support services.\nLead and develop a lean, multi-level team of managers, team leads, engineers, and contract staff, including our overnight and weekend support partner.\nOversee recruitment, development, and retention of top technical talent, fostering a culture of high performance, accountability, and continuous professional growth.\nAct as the primary executive point of contact for key customer relationships within the Technical Support domain, ensuring needs and expectations are consistently met and exceeded.\nPartner with Implementation, Customer Success, Product, and Engineering on customer handoffs, incident response, and root cause analysis, including customer-ready RCAs for strategic accounts.\nEnsure all Technical Support activities comply with Intradiem policies, procedures, and relevant regulatory requirements.\nConduct all business in accordance with Intradiem's policies and procedures.\nPerform all other duties as assigned.\nYour Background\nBachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience.\nTypically requires 10+ years of related experience, with 5+ years leading technical support teams, including managers or team leads.\nProven track record as an engaged, visible leader in a technical support environment who stays close to the work and leads customers and teams through critical incidents.\nDeep technical acumen in Customer Support and Software as a Service (SaaS) environments, with enough understanding of integrations, APIs, and cloud-hosted platforms to have informed conversations with engineers and customers on complex technical issues.\nDemonstrated experience driving process improvement in a growing support organization, with measurable results.\nProven experience implementing AI-powered support tools (e.g., intelligent triaging, virtual agents, AI-assisted resolution, predictive analytics), with measurable impact on volume or resolution time.\nStrong leadership skills, with a proven ability to develop and lead high-performing, multi-level teams.\nExcellent communication, negotiation, and presentation skills, with the ability to influence and engage senior stakeholders and executive leadership.\nStrong analytical skills, with a data-driven approach to decision-making.\nExperience managing an outsourced or follow-the-sun support partner.\nSalesforce Service Cloud experience is strongly preferred.\nIn-depth knowledge of multiple ACD, Workforce Management Systems, and third-party software integrations in a Contact Center environment is preferred.\nExperience in Computer Networking is preferred.\nExperience working with third-party software integrations in a contact center environment is preferred.\nWork Authorization: \nCandidates must have the legal right to work in the country where the role is based at the time of application. Verification of identity and employment eligibility will be required during onboarding.\nIntradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.","description_format":"text","description_chars":7626,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-09-11T09:59:26Z"},{"event":"close","at":"2026-09-25T17:51:06Z"},{"event":"reopen","at":"2026-10-26T17:52:48Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 6","filings_12m":6,"filings_prev_12m":4,"green_card_filings_12m":0,"median_offered_wage_usd":132500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":30,"band":"fade","label":"Fading","p_open":1,"p_active":0.843,"p_room":0.36,"age_days":70,"expected_fill_days":38,"reasons":["conf:2","win:tail","crowd:"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/intradiem-director-technical-experience","json_url":"https://alion.io/job/intradiem-director-technical-experience.json","meta":{"generated_at":"2026-10-31T17:29:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27330,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":680378},"rest":"https://alion.io/mcp/rest/get_company?id=680378"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintradiem-director-technical-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintradiem-director-technical-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintradiem-director-technical-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intradiem-director-technical-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintradiem-director-technical-experience"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":732077}},{"tool":"search_jobs","arguments":{"company":"intradiem.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":732077},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}