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Cornerstone is seeking a Director of Global Customer Support to lead one product Pod within its Global Customer Support organization. This is a second-line leadership role managing 30–55 support engineers and 3–5 managers across AMER, EMEA, and APAC in a follow-the-sun model.
Key Responsibilities:
**Customer Outcomes & Accountability**: Own end-to-end customer outcomes for all cases within your Pod's product scope. Drive accountability for CSAT, time to resolution, first-contact resolution, SLA attainment, and backlog health. Run the executive escalation process, engaging directly with customer executives, leading war rooms on at-risk accounts, and closing the loop until resolution is confirmed.
**Team Leadership & Development**: Lead 3–5 managers across three regions; set clear L1, L2, and L3 role expectations and handoff standards. Stand up the Pod through the current reorganization by integrating transferred teams, onboarding new hires in Costa Rica, Poland, and India, and maintaining service levels during transition. Build a skills matrix and career path; coach managers on performance and engagement.
**AI & Modernization**: Deploy AI-assisted workflows including intelligent routing, agent copilots, AI knowledge generation, and self-service deflection. Set and report monthly targets for deflection, productivity-per-engineer, and cost-per-case. Turn case data into predictive signals for early-warning triggers, customer health inputs, and proactive outreach.
**Product & Engineering Partnership**: Own the defect and recurring-issue backlog for your product scope. Run monthly root-cause reviews with Product and Engineering leaders. Prioritize product gaps using case volume, revenue at risk, and customer impact. Serve as the Support voice in product launch readiness (Workforce AI, Galaxy AI, bundle and Evolve-to-Galaxy migrations).
**Operations & Reporting**: Own workforce planning, capacity, and shift coverage. Manage to delivery-footprint and cost-to-serve targets. Standardize operating procedures and knowledge content. Present Pod performance, risks, and recommendations to the VP and executive team with data-driven insights.
**Cross-Functional Collaboration**: Partner with Customer Success, Renewals, and Sales on at-risk renewals, bringing Support evidence to account plans before renewal events.
Requirements:
- 10+ years in enterprise SaaS technical support or customer operations
- 5+ years leading managers (second-line leadership) in a global, multi-region team
- Track record running support for complex enterprise applications; HCM, talent, or learning platforms strongly preferred
- Experience leading an organization through restructure or offshoring transition while maintaining service levels
- Hands-on experience deploying AI or automation in support operations (routing, copilots, knowledge, deflection) with measured results
- Fluency with support data: ability to build and read dashboards, find root causes, and present recommendations to executives
- Proven executive escalation skills; comfortable engaging with customer CHROs/CIOs and your own Engineering VP
- Direct experience working with Product and Engineering on defect prioritization and release readiness
- Fluent English; able to work across AMER, EMEA, and APAC hours as required
Preferred Qualifications:
- Experience with Cornerstone, Saba, SumTotal, or comparable HCM and learning platforms
- Prior leadership of teams in Costa Rica, Poland, or India, or experience building new delivery hubs
- Spanish or Polish language skills
- Experience with Salesforce Service Cloud and knowledge-centered service (KCS) practices
- Familiarity with renewal and customer-health motions and Support's role in retention and expansion
