Director of Global Support Operations

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. ABOUT THE ROLE As Snowflake scales, we are seeking a Director of Global Support Operations to influence and execute our organizational-level support strategy. This leader will be responsible for transforming our global support infrastructure into an AI-accelerated, outcome-based engine that prioritizes service excellence and customer satisfaction. In this role, you will lead a global team united by a mission to improve the customer experience through operational excellence. You will balance the daily reliability of our support engine with a "dual-track" focus on replacing legacy manual processes with automated, predictive systems. You will empower your managers to take on more scope, ensuring the global team remains aligned with Snowflake's strategic goals. Reporting to senior leadership, you will work cross-functionally with Support, Sales, Product, and Engineering to address inefficiencies and drive continuous learning through customer advocacy. This is a unique opportunity for a transformation operations leader to architect the future of Global Support and support operations at scale while fostering a culture of proactive intelligence. Support & Workforce Strategy - Support Business Partnership: Serve as a strategic partner to the Head of Global Support, her regional leaders, and the broader Support leadership team to align operational goals with organizational strategy, ensuring consistent service delivery and collaborative problem-solving across all territories. - Business Planning: Assist in developing an annual business plan that incorporates support best practices to meet market and company growth requirements. - Support Offerings & Tiering: Design and maintain a tiered support service model that aligns service levels with customer needs, ensuring clear value propositions across all support tiers while balancing cost-to-serve. - Global Support Enablement: Establish a scalable framework for continuous learning, tool proficiency, and knowledge management, ensuring support engineers globally have the training, documentation, and resources to deliver consistent, high-quality assistance. - AI-Augmented Staffing: Transition global support teams from manual allocation to a skill-based, AI-augmented staffing model that optimizes resource deployment across technical domains. - Capacity & Sourcing: Develop hiring and retention strategies for optimal staffing, partnering with recruiting to define profiles that meet Snowflake's evolving support needs. OPERATIONS LEADERSHIP - Success Metrics: Define and track global and geo-level success metrics, shifting focus from traditional volume to outcome-based measures like customer consumption uplift. - Data-Driven Improvement: Analyze operations to provide cost-effective suggestions for improvement, utilizing data to address global inefficiencies proactively. - Support Intelligence: Institutionalize learnings from customer experiences and support data to drive continuous improvement in global support operations. STRATEGIC LEADERSHIP & TEAM DEVELOPMENT - Empowering Teams: Empower managers to take on more responsibility, giving them the space to grow their teams without micro-management. - Inspiring Culture: Inspire and motivate staff members during challenging times or tight deadlines, maintaining