Director of Global Support

Description

WORK LOCATION: Huntsville, AL

SALARY RANGE: $157,455 - $208,164

FLSA STATUS: Exempt

SUMMARY

The Director of Global Support will be responsible for leading and managing all Global Support operations, ensuring exceptional service delivery for Uncrewed Aircraft Systems (UAS) and optical payload products. This leadership role involves overseeing the resolution of incidents, managing UAS maintenance, repair, and overhaul (MRO) for customers, and ensuring a seamless customer experience through timely and effective assistance. The Director will also spearhead the evolution of Global Support processes, focusing on asset management, service metrics, and SLAs, while continually improving operational efficiency and customer satisfaction.

As a key leader in the organization, the Director will develop and implement policies and procedures that guarantee high service levels, optimize resource utilization, and proactively address potential issues. This position requires a visionary leader who can drive process improvement, foster service maturity, and lead cross-functional collaboration, all while guiding a global team to meet evolving customer needs.

RESPONSIBILITIES

The following job functions are a basic requirement but are not limited to and may be assigned other duties.

• Strategic Leadership: Develop and communicate a forward-thinking Global Support strategy, aligning it with organizational goals, technological innovations, and customer expectations.
• SLAs & Process Optimization: Design and enforce robust Service Level Agreements (SLAs) that define clear resolution timelines and expectations, ensuring consistently high-quality service delivery across all support channels.
• Operational Excellence: Continuously analyze performance metrics, identify trends, and implement process improvements to enhance service quality, mitigate recurring issues, and streamline incident management.
• Team Development & Leadership: Lead the recruitment, development, and ongoing training of Global Support staff. Provide mentorship and coaching to foster a high-performing team culture, driving continuous growth and skill enhancement.
• Budget & Resource Management: Oversee the preparation, management, and optimization of the Global Support budget, ensuring efficient resource allocation and maintaining cost control without compromising service quality.
• Cross-Functional Collaboration: Collaborate with key stakeholders across departments to identify and procure advanced tools, software, and systems that enhance both internal and external support capabilities.
• Technology Procurement & Innovation: Stay at the forefront of emerging technologies and industry best practices to guide Global Support technology procurement, development, and implementation, ensuring systems remain scalable and future-proof.
• Incident Management & Resolution: Oversee the resolution of Global Support incidents and service requests, ensuring efficient handling of critical issues, minimizing service disruptions, and ensuring exceptional customer satisfaction.
• Escalation Management: Establish and enforce robust escalation protocols for high-priority incidents, ensuring rapid response and resolution to mitigate service disruptions and maintain service excellence.
• Trend Analysis & Continuous Improvement: Track, analyze, and leverage trends in Help Desk requests to make informed decisions, driving improvements in processes and systems, and ensuring alignment with evolving customer needs.
• Ticketing System Enhancement: Regularly assess ticketing system requirements, recommending and implementing necessary reconfigurations based on emerging trends, performance data, and organizational growth.
• Change Control & Proactive Monitoring: Actively participate in Change Control Board (CCB) meetings to assess changes to systems and processes, ensuring that potential issues are addressed proactively before they escalate.
• Assumes all other responsibilities as assigned

REQUIRED QUALIFICATIONS

The following are a non-exhaustive list of qualifications for the position:

• Bachelor's degree in aerospace management, Engineering, or a related field, or an equivalent combination of education, training, and experience.
• 8+ years of experience managing customer support or technical support teams, with direct responsibility for budget oversight and operational management.
• 5+ years of experience in a leadership or managerial role, with a proven ability to lead cross-functional teams and drive operational performance.
• Deep expertise in Global Support operations, including hands-on experience with ticketing platforms and a strong understanding of both hardware and software support processes.
• Proven track record in designing, implementing, and managing SLAs, service metrics, and global support outcomes to ensure service excellence.
• Experience in leading, mentoring, and developing high-performing technical support teams to drive continuous improvement in service delivery.
• Ability to assess business risks and opportunities, providing actionable recommendations to senior leadership to support growth and operational optimization.
• Excellent communication skills, with the ability to articulate complex technical information in clear, accessible terms to diverse audiences, including non-technical stakeholders.

PREFERRED QUALIFICATIONS

• Ability to travel occasionally within the Continental U.S.
• Strong relationship management and performance coaching skills, with the ability to inspire and motivate teams to achieve strategic goals.
• Exceptional problem-solving, analytical, and critical-thinking skills, with a demonstrated ability to identify service gaps and drive improvement initiatives.
• Ability to prioritize and manage multiple complex tasks in a dynamic, high-pressure environment.
• Highly self-motivated and proactive, with the ability to work independently and within a collaborative team environment.
• Strong leadership and interpersonal skills, with the capacity to influence, mentor, and build trust across all organizational levels.

EDGE AUTONOMY BENEFITS

• Matching 401(k)
• Paid PTO
• Paid holidays
• Medical, vision, and dental insurance
• Group Short-Term & Long-Term Disability
• HSA and FSA Options
• Critical Care Plan
• Accident Care Plan

HIRING REQUIREMENTS

If an offer of employment offer is extended, applicant must have the ability to pass a background check and the ability to be insured by the Company's Auto-policy. An Offer of Employment is contingent upon the results.

CLEARANCE REQUIREMENTS

This position may require access to information that is subject to compliance with the International Traffic Arms Regulations ("ITAR") and/or the Export Administration Regulations ("EAR"). To comply with the requirements of the ITAR and/or the EAR, applicants will be asked to provide specific documentation to verify a US person's status.

EDGE AUTONOMY IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Edge Autonomy is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact [email protected]o

Continued employment remains on an "At-Will" basis.