Illumio
Support and Services
Director,SupportStrategyandOperations
Neural analysis suggests this role is
optimal for Director candidates.
“Director, Support Strategy and Operations at Illumio. Skills: Support Strategy and Operations, end-to-end Support operating model, business rhythms, metrics, governance, cross-functional accountability structures, operational efficiency, architecting automation and AI requirements, coordinating execution with IT, translating operational needs into technical solutions, setting strategic direction, designing the operating model, data analysis, process analysis, tooling analysis. Owns the end-to-en”
What You'll Achieve.
Enable the Support organization to scale outcomes without scaling headcount proportionally.; Support engineers are more productive; customer escalations drop; Leaders have a real-time, proactive view of Support health.; 80%+ of Support engineers using Coveo as primary search during active cases; Customer-facing self-service launched with deflection targets tracked from Day 1.
Industry & Context.
Knows what the numbers mean, when they signal risk, and what to do about it without needing an analyst to translate
What They're Looking For.
Must Have
10+ years in customer support operations, technical support, or CX operations in a B2B enterprise software or SaaS environment, at least 5+ years in a leadership role, Proven track record designing and owning operating cadences, Deep familiarity with support tooling, case routing, taxonomy, automation, and workflow design, Ability to translate business requirements into automated outcomes by architecting the solution & coordinating the execution, Player-coach orientation, Governs through systems and processes, Defines success before starting and measures whether it was achieved, Holds cross-functional partners accountable without direct authority, Manages from knows what the numbers mean, when they signal risk, and what to do about it without needing an analyst to translate, Communicates with precision & can distill a complex operational picture into a clear, actionable view for executive audiences
Nice to Have
experience building or significantly maturing a knowledge management program, preferably in an AI-augmented context, Cybersecurity or security product domain experience preferred
What You'll Do.
Owns the end-to-end Support operating model including the business rhythms
and cross-functional accountability structures that enable the Support organization to scale outcomes without scaling headcount proportionally.
Drive operational efficiency by architecting automation and AI requirements with the business and coordinating execution with IT
translating operational needs into technical solutions without building them yourself.
Set the strategic direction and design the operating model while also rolling up your sleeves and get into the data
Manage Support Operating Rhythm: Weekly operating review (case health
Release coordination (Support briefed and ready before every product release)
Account and user administration (define the standard
automate the execution)
CSAT and customer effort score tracking connected to operational decisions.
Manage Knowledge Management & AI-Augmented Deflection: KB governance (article ownership
Design the strategy and drive execution of AI-assisted article creation
Coveo adoption (80%+ of Support engineers using it as primary search during active cases)
Customer-facing self-service launched with deflection targets tracked from Day 1.
Manage Cross-Functional Operating Model: Weekly CX business review (prepared
Alignment with Finance (cost-to-serve)
Engineering (interface model)
and GEO Support leadership
Identify and prioritize high-value automation opportunities within Support Ops.
How You'll Work.
Team & Collaboration
Cross-functional coordination; Coordination with IT; Alignment with Finance (cost-to-serve); Alignment with Engineering (interface model); Alignment with GEO Support leadership; Holds cross-functional partners accountable without direct authority (aligns Engineering, Finance, IT, and GEO leaders through preparation & consistency)
Communication Scope
Communicates with precision & can distill a complex operational picture into a clear, actionable view for executive audiences
Full Job Description
ONWARDS TOGETHER! Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters. Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running. LOCATION: 4 ON-SITE DAYS A WEEK IN SUNNYVALE, CA HEADQUARTERS. OUR TEAM'S VISION: Illumio is building a new Customer Experience (“CX”) Operations function from the ground up: a strategic operating backbone spanning Professional Services, Customer Success, Support, and Training. The Director, Support Strategy & Operations owns the end-to-end Support operating model including the business rhythms, metrics, governance, and cross-functional accountability structures that enable the Support organization to scale outcomes without scaling headcount proportionally. You are a strategic operator who will drive operational efficiency by architecting automation and AI requirements with the business and coordinating execution with IT, translating operational needs into technical solutions without building them yourself. This is a player-coach role. You will set the strategic direction and design the operating model while also rolling up your sleeves and get into the data, the processes, and the tooling. You will know your domain cold: what the numbers mean, where the friction is, and what needs to change before anyone tells you. Illumio moves fast, operates with a high degree of autonomy, and rewards people who take ownership and drive impact. If you want to build the model, own the outcome, and see the impact of your work directly in how the business operates, this is it. You will report directly to the VP of
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