Who is Interactions?

Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Since 2004, we’ve helped leading companies like MetLife, Citi, Shutterfly, and LifeLock have millions of successful conversations, resulting in saving operational cost and increasing productivity.

Interactions’ 5-year vision is to accelerate a transition from today’s frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.

Job Description

As a member of one of our Technology teams, you will contribute to building solutions that use natural language processing, cognitive computing, and artificial intelligence applications or the frameworks and infrastructure that support them.

The Director, Support Services is responsible for providing overall leadership and direction for the Support Services team. He or she is tasked with building an environment based on industry best practices in support processes, tools and systems aimed at delivering best in class customer experience. Additionally, this person needs to promote a culture of continuous improvement within the organization to drive advancements in operational efficiencies that are needed to keep pace with the expansion of Interactions’ customer base.

Job Responsibilities:

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- Responsible for the support of the Interactions Virtual Assistant hosted platform.​

- Accountable for minimizing downtime through incident response, root cause analysis and remediation, maintenance, and participation in capacity planning.

- Provide strategic leadership and day-to-day management for a team of Technical Support Engineers and Response Center (NOC) agents who provide front-line support for all datacenters, systems, network, telephony, virtual computing, storage, and software components comprising the hosted platform.

- Accountable for operational performance and results of the team as measured by KPI’s.

- Define and specify processes, tools and systems used in customer support functions. Ensures current processes are in-line with industry standards, trends and practices and are cost competitive.

- Collaborate with other leaders within Interactions to develop and implement process improvements, customer support policies, strategic plans and objectives.

- Manage the coordination, implementation, administration and execution of support programs, including personnel, communications, product transitions and performance metrics/standards.  Ensure that technical support programs are sound, current and able to support upgrades and new product releases.

- Participate in short and long term planning for assigned areas (e.g. capacity, systems implementations and product transitions).

- Ensure that all issues are escalated and communicated as appropriate in accordance with policy and procedures including providing an early warning of potential issues and plan to mitigate/avoid.

- Interact seamlessly with executive level management within Interactions and customer companies. Negotiate and influence on matters of significance. Lead all aspects of escalation management and tiger teams.

Qualifications:

• Bachelor’s Degree or equivalent experience

• 15+ years experience in a leadership role, managing teams of 15 or more people consisting of frontline support staff, senior technical team members and supervisors.

• Strong organizational skills and attention to detail.

• Experience working within a global environment supporting multiple regions and time zones.

• Demonstrated strong leadership skills, showing confidence, and developing credibility within the organization, as well as with customers.

• Ability to thrive in a fast-paced and rapidly evolving environment, drive innovation and continuous improvement for efficiency and sustainable growth.

• Strong interpersonal and communication skills, both written and spoken, while dealing with the internal stakeholders and with customers.

• Ability to perform well under pressure.

• Ability to manage a large number of tasks concurrently and prioritize effectively.

• Team player, flexible and collaborative. 

• Articulate and deadline oriented. 

• Ability to be creative and innovative when ad-hoc solutions are needed.

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Preferred: MBA

Why Work at Interactions?

We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it’s a seasonal event or friendly competition, we’re always thinking of new ways to have fun.

Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company’s success by being valued shareowners and are incentivized through individual performance and company results. Come join us!

Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.