Note: The job is a remote job and is open to candidates in USA. Vertex Inc. is seeking a Senior Director of Customer Support to lead and manage a complex portfolio of technical programs that align with business strategy. The role involves executing technical strategies, developing TPM frameworks, and fostering a high-performance culture within the team.

Responsibilities

• 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
• 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
• 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

Skills

• Bachelor's degree in a related discipline required
• 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
• 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
• 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
• Typically a Master's or PhD 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

Benefits

• Vertex Bonus Plan (VOB)
• Role-specific sales commission/bonus
• Equity grants

Company Overview

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