Senior Director, Global Product Support & AI Operations

Senior Director, Global Product Support & AI Operations

At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it's medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity.

We're seeking a Senior Director of Global Product Support & AI Operations to transform how we deliver support in the age of agentic AI. This isn't a traditional support leadership role—it's a mandate to reimagine support from the ground up, blending AI automation with human expertise to create experiences that feel effortless for our enterprise customers.

The Transformation We're Driving

• 60-70% of routine inquiries handled by AI with seamless human escalation
• Proactive support that alerts customers to issues before they notice them
• Self-service that actually works—not a deflection tactic, but genuine resolution
• Support team evolved into AI trainers, escalation specialists, and customer advocates
• 2-3x volume handled without proportional headcount growth

What You'll Be Doing:

AI-Driven Support Transformation (40%)

• Implement AI-powered triage, routing, and resolution for routine inquiries
• Design escalation logic that knows when to involve humans—before customers get frustrated
• Leverage FourKites' own AI capabilities: Our digital workers (Tracy, Alan) already handle carrier communication and scheduling; extend this to customer-facing support
• Build knowledge management as strategic infrastructure—your AI is only as good as your content
• Establish AI-specific metrics: containment rate, deflection rate with maintained CSAT, escalation quality, AI vs. human resolution comparison

B2C speed, B2B depth. Bring the instant-response expectations of consumer apps to enterprise support. Our customers' operations teams are used to Uber-speed answers—deliver that while handling Fortune 500 complexity.

Support Operations & Customer Excellence (30%)

• Own CSAT (target: >90%+), NPS, FCR, and SLA compliance across all channels
• Optimize tiered support model for AI-augmented workflows
• Scale operations to handle 2-3x volume growth while improving unit economics
• Build follow-the-sun coverage with Chicago as the center of gravity

Product Quality Partnership (20%)

• Translate support patterns into engineering priorities—you're the voice of the customer in product decisions
• Drive root cause analysis that eliminates issue classes, not just individual tickets
• Partner on release quality gates and production incident management
• Build feedback loops between customer interactions and AI model improvements
• Establish metrics infrastructure for product health visibility

Team Transformation (10%)

• Upskill existing agents into new roles: AI trainers, knowledge managers, escalation specialists, customer advocates
• Recruit/Upskill for emerging roles that didn't exist two years ago:
• AI Trainers — Monitor AI performance, curate training data, refine model outputs based on customer feedback
• Conversational AI Designers — Design AI agent scripts, flows, and personality; partner with product on bot behavior
• Knowledge Architects — Build and maintain the content infrastructure that powers AI quality; identify gaps from unresolved queries
• Escalation Specialists — Deep domain experts who handle complex, high-stakes, and emotionally sensitive cases AI cannot resolve
• AI Quality Auditors — Review AI responses for accuracy, hallucination risk, and brand voice compliance
• Crisis/Exception Managers — Specialize in high-severity incidents, multi-stakeholder coordination, and service recovery for enterprise accounts
• Customer Advocacy Leads — Translate support patterns into product requirements; represent customer voice in roadmap discussions
• Build career paths that don't dead-end: Agent → Knowledge Architect → AI Trainer → Conversational AI Designer → Product
• Create a culture engineering & product teams respect and actively want to partner with

About the Team:

Our Global Product Support & AI Operations team sits at the intersection of Technology, Product, and Customer Experience—because at FourKites, support excellence and product quality are inseparable. Based primarily in Chennai with strong partnership in Chicago, we're a 40+ member global team supporting complex enterprise integrations across ERP, TMS, WMS, and carrier ecosystems.

We're on a bold transformation journey: evolving from a traditional tiered support model into an AI-augmented, insight-driven engine that resolves issues in minutes, scales without linear headcount growth, and directly shapes product and AI roadmap decisions. This team doesn't just solve tickets—we eliminate root causes, train AI systems, and serve as the voice of the customer at the product table.

Who You Are:

• 12+ years in SaaS/enterprise product support with 5+ years in senior leadership (Director/VP level)
• Scaled support organizations from 30+ to 100+ members across geographies
• P&L or budget responsibility of $1M+ with demonstrated efficiency improvements
• Ability to work with significant US Central Time overlap for leadership alignment and escalations

Required: AI Transformation Experience

• Implemented AI-powered support tools (chatbots, intelligent routing, automated diagnostics)
• Achieved measurable deflection/containment improvements (40%+ deflection rate)
• Managed the human side of AI transformation—upskilling, change management, role evolution
• Built knowledge management systems that power AI quality
• Established metrics frameworks that measure AI and human performance separately

Technical & Strategic Depth

• Deep expertise in enterprise SaaS support: complex integrations, API troubleshooting, data pipelines
• Fluency with support platforms (Zendesk, Freshdesk, Intercom, Salesforce Service Cloud)
• Data-driven decision making—you speak in metrics and can build dashboards yourself if needed
• Understanding of LLM-based support tools and their limitations (hallucination risk, confidence thresholds)

Highly Desirable

• Supply chain/logistics domain experience—understanding shipper/carrier dynamics, TMS/WMS/ERP integrations
• Experience at high-growth Indian SaaS companies (Freshworks, Zoho, Chargebee, Razorpay, or similar)
• Background in companies that serve Fortune 500 enterprise customers

Leadership & Presence

• Executive communication skills—you'll present to our C-suite and occasionally to customer executives
• Change management expertise—transforming support during rapid growth and product evolution
• Cross-functional influence with Product, Engineering, Sales, and Customer Success
• Calm under pressure during high-severity escalations

What Sets You Apart

You've pioneered AI in support, not just adopted tools someone else configured. You can articulate exactly how you measured success and what you'd do differently.

You understand the Klarna lesson: AI handles volume, humans handle judgment. You're not selling "AI will replace agents"—you're building hybrid teams where both thrive.

You see knowledge management as infrastructure, not documentation. You know that AI quality is content quality.

You've built support cultures that engineering teams respect. Product managers seek your input. Your escalation data shapes roadmaps.

You bring B2C expectations to B2B. You're impatient with "enterprise support is supposed to be slow" thinking.

You're analytically rigorous. You can calculate cost-per-ticket, model staffing scenarios, and build business cases for automation investments.

Why This Role, Why Now

This is a build role, not a maintain