associate director, business applications & automations

The Associate Director, Applications & Automation, will lead a team responsible for developing and implementing application solutions and automation strategies to enhance operational efficiency. This role ensures that technology solutions align with business needs, optimizes workflows, and oversees the management of key applications and vendor relationships.

Responsibilities

• Lead the enterprise-wide systems and automation strategy, overseeing technical teams supporting CX, Operations and Customer Success, while coordinating with Sales Systems to ensure cohesive technical solutions across departments.

• Direct and manage multiple technical teams including System Analysts, Technical Program Managers and Automation Engineers, ensuring delivery of scalable, reliable, and innovative solutions. This includes managing both individual contributors and team managers in a hybrid structure.

• Act as the central technical systems coordinator across departments, providing strategic direction for system integrations, automation initiatives, and cross-functional technical projects.

• Drive the organization's internal automation and AI strategy, identifying opportunities for innovation and overseeing implementation of AI solutions that enhance operational efficiency for internal teams (e.g., AI-powered ticket summarization, automated workflows, intelligent routing).

• Establish technical standards, best practices, and governance frameworks across internal systems, ensuring alignment with security requirements and business objectives.

• Partner with department leaders and stakeholders to align technical roadmaps with business priorities, ensuring coordinated development and optimization of systems. Serve as product operations partner for customer-facing product teams.

• Guide and mentor team managers and individual contributors, helping them develop while maintaining high standards of technical excellence and operational efficiency. Build team cohesion across a fully distributed, international team.

• Oversee system architecture decisions to ensure scalability, reliability, and security across the technical landscape, including decisions on build vs. buy and technology selection.

• Drive continuous improvement in system integration, automation capabilities, and operational efficiency through data-driven insights and industry best practices.

• Partner with IT, Procurement, and Security teams on vendor selection and management, providing technical evaluation and requirements to support procurement negotiations and ensure compliance with organizational standards.

• Ensure all system implementations, integrations, and automation projects adhere to security best practices and compliance requirements.

Qualifications

• 7+ years of experience leading multiple technical teams with demonstrated success in delivering enterprise-wide technical solutions and automation initiatives. Must have experience managing both individual contributors and managers.

• Deep expertise in enterprise systems architecture, automation technologies, and AI/ML implementation strategies for internal operations, with hands-on experience implementing AI solutions on top of enterprise systems (e.g., Zendesk, Jira).

• Strong track record of successful collaboration with Product, Engineering, and cross-functional stakeholders to drive technical innovation and influence product development for operational improvements.

• Extensive knowledge of enterprise operational and customer support systems (e.g. Zendesk, Jira, Gainsight) and experience with low-code automation platforms (e.g. Zapier, Workato, Make, Power Platform).

• Demonstrated ability to translate complex business requirements into scalable technical solutions while managing competing priorities from demanding stakeholders.

• Excellence in stakeholder management with proven ability to influence and drive alignment across organizational boundaries, with exceptional communication skills and resilience.

• Strong technical background in system integration, API development, and enterprise architecture, with the ability to make strategic decisions about system selection and architecture.

• Proven ability to develop and execute long-term technical strategies while ensuring effective day-to-day operations and managing constant context switching.

• Experience partnering with procurement teams on vendor evaluation and selection, with strong understanding of SaaS pricing models and ability to provide technical requirements for negotiations.

• Deep understanding of security best practices, compliance requirements, and risk management in enterprise system implementations.

• Experience establishing and maintaining technical standards and governance frameworks across multiple systems and teams, with a focus on documentation and knowledge sharing in remote environments.

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. 

Some things you’ll enjoy

• Stock grant opportunities dependent on your role, employment status and location

• Additional perks and benefits based on your employment status and country

• The flexibility of remote work, including optional WeWork access