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Senior Director - Customer Support

Vertex
1 day ago
Full-time
Remote
Worldwide
$189,600 - $246,400 USD yearly
Customer Success

Job Description:

Strategic Leadership & Execution

  • Direct and manage a large, complex portfolio of programs with significant impact on annual goals and long-term business strategy.

  • Translate business objectives into executable technical strategies that drive innovation, operational excellence, and customer value.

  • Lead the development and execution of TPM frameworks that ensure alignment with enterprise goals across engineering, product, and business teams.

Organizational Impact

  • Define and evolve the operational strategy for the TPM function, ensuring alignment with broader business objectives.

  • Identify and mitigate risks across programs and functions, ensuring delivery of high-quality, secure, and scalable solutions.

  • Champion a culture of continuous improvement, agility, and accountability.

SUPERVISORY RESPONSIBILITIES:

  • Lead and develop a team of Technical Program Managers and TPM leaders, fostering a high-performance, inclusive culture.

  • Provide coaching, mentorship, and career development opportunities to build organizational capability.

  • Drive cross-functional collaboration and influence stakeholders at all levels to achieve shared goals.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Proven ability to lead large-scale, cross-functional technical programs with strategic business impact in a SaaS and cloud-native environment.

  • Deep expertise in Agile methodologies and program frameworks, with a track record of driving operational excellence and continuous improvement.

  • Strong executive communication and stakeholder management skills, with the ability to influence across all levels of the organization.

  • Demonstrated success in building and mentoring high-performing teams, including senior professionals and other leaders at all levels.

  • Advanced knowledge of cloud platforms (AWS, GCP, OCI, Azure) and the ability to align technical execution with business strategy.

EDUCATION AND TRAINING:

Education & Experience

  • Bachelor’s degree in a related discipline required; Typically a Master’s or PhD preferred.

  • Typically, 15+ years of experience in technical program management or related field, with a significant portion in leadership roles.

  • Minimum of 8 years of management experience, including leading other people managers and multidisciplinary teams.

Technical & Professional Skills

  • Deep expertise in Agile methodologies (e.g., SAFe, Scrum, Lean) and cloud technologies (AWS, GCP, OCI, Azure).

  • Proven track record of delivering large-scale SaaS programs in a complex, matrixed environment.

  • Strong business acumen and ability to align technical execution with strategic business goals.

Certifications (Preferred)

  • PMP, PgMP, or equivalent program management certification.

  • Certified SAFe Agilist or similar Agile leadership certification.

  • Cloud certifications (AWS, GCP, OCI, Azure) are a plus.


COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.



Vertex Values: Together We Win


We're building a team of people who are passionate about making an impact for our customers and committed to how that impact is achieved. Our values define the behaviors, mindset, and culture that make Vertex a great place to grow and do meaningful work.


Play to Win or We Don't Play — If we choose to do something, we're choosing to do it because we plan to win. That mindset raises our bar on product quality, customer outcomes, and how we show up for one another.


Work As a Team, Putting the Customer At the Core — Our customers are our true north. Whatever your role, ask: how will this help a customer succeed today? We earn trust through outcomes, not promises.


Achieve Excellence With Integrity, Speed, and Agility — The market isn't slowing down. We'll move faster, adapt quickly, and never compromise on doing things the right way — for teammates, customers, and partners.


Innovate Boldly With a Growth Mindset — Progress demands smart risk. We'll try new approaches, learn fast, and keep pushing the boundaries — especially where AI can remove friction and unlock value.


Communicate with Care, Candor and Transparency — Honest, constructive conversations make us better. Let's speak plainly about what's working and what isn't and help each other improve.

Pay Transparency Statement:

US Base Salary Range: $189,600.00 - $246,400.00

Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.

In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.

Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.

*In no case will your pay fall below applicable local minimum wage requirements.