Global Support Analytics Director

Build your future with Sovos.

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges – we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes – apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Work You'll Do:

As Director of Global Support Analytics at Sovos, you'll lead transformational change across our global customer support organization during a critical transition period. You'll establish unified measurement frameworks, harmonize disparate data sources, and build scalable analytical capabilities that drive operational excellence. This role requires a strategic thinker who can bring order to complexity while partnering with global stakeholders to optimize processes across our diverse product suite.

Your work will directly impact how we serve more than 100,000 customers in 100+ countries—including half of the Fortune 500—ensuring they receive world-class support as they navigate an increasingly complex regulatory landscape.

More specifically, you will:

• Design and implement a comprehensive analytics framework that integrates disparate data sources across our global support organization
• Build unified dashboards and reporting systems that provide consistent visibility into team performance, customer satisfaction, and operational health across regions and product lines
• Establish data governance standards and ensure data quality, accuracy, and accessibility for stakeholders at all levels
• Develop predictive models and forecasting tools to anticipate capacity needs, identify emerging issues, and optimize resource allocation
• Lead the design and implementation of standardized processes across our complex product suite while accommodating regional requirements
• Identify inefficiencies and bottlenecks in current workflows; develop and execute improvement initiatives with measurable outcomes
• Create scalable operational frameworks that support both current needs and future growth
• Drive automation initiatives that reduce manual work, improve consistency, and enhance agent productivity
• Define and track key performance indicators (KPIs) including CSAT, NPS, SLA adherence, first contact resolution, handle time, and operational efficiency metrics
• Conduct deep-dive analyses to uncover root causes of performance gaps and customer pain points
• Translate complex data into actionable insights and strategic recommendations for leadership
• Build self-service analytics capabilities that empower team leaders to make data-informed decisions
• Lead change management efforts during this organizational transition, building buy-in across global teams
• Partner with regional support leaders to ensure process changes are effectively adopted and sustained
• Collaborate with Product, Engineering, and Business Intelligence teams to align on data strategy and tooling
• Present findings and recommendations to executive leadership with clarity and confidence
• Establish quality assurance frameworks that ensure consistent service delivery across our global team
• Champion a culture of data-driven decision making and operational rigor throughout the organization

What We Need From You

• 7+ years of experience in operations, process optimization, or analytics leadership roles, preferably in customer support or service delivery environments
• 5+ years of hands-on experience with Salesforce Service Cloud reporting and analytics
• Expert-level proficiency with data visualization and analytics tools (Looker, Tableau, Power BI, or similar platforms)
• Demonstrated success integrating and analyzing data from multiple disparate sources
• Strong SQL skills and experience working with large, complex datasets
• Proven track record leading process improvement initiatives that delivered measurable business impact
• Experience managing global or distributed teams and navigating cultural and operational differences
• Exceptional communication skills with ability to influence stakeholders at all levels
• Advanced skills in Excel including pivot tables, advanced formulas, and statistical analysis as well as MS Powerpoint
• Experience leveraging AI tools and emerging technologies to enhance analytics workflows and drive efficiency

Preferred Qualifications:

• Experience in high-growth technology companies managing complex, multi-product environments
• Background in change management methodologies
• Familiarity with Lean Six Sigma or similar process improvement frameworks
• Experience with workforce management systems and contact center technologies
• Statistical analysis background or formal training in data science
• Prior experience leading teams through organizational transitions or transformations
• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Flexible Time-Off
• Comprehensive Health, Dental and Vision benefits
• 401(k) with employee sponsored match
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Tuition Reimbursement, Time off to Volunteer, Charitable Giving Match, and more!

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

Company Background

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries – including half the Fortune 500 – trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.