About the role
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 Customer Experience and operate as a key member of the CX Ops leadership team. Illumio's CX organization is in active transformation. We are moving from a reactive, task-driven operational model to a proactive, data-driven operating backbone that gives leaders constant visibility into what's working, what's at risk, and what needs to change. When this role is operating at full capability, Support engineers are more productive, customer escalations drop, and leaders have a real-time, proactive view of Support health. Your Impact: Support Operating Rhythm Weekly operating review: case health, backlog aging, MTTR, P1 ratio, escalation rate, cost-per-case Release coordination: Support briefed and ready before every product release Account and user administration: define the standard, set the SLA, automate the execution CSAT and customer effort score tracking connected to operational decisions Knowledge Management & AI-Augmented Deflection KB governance: article ownership, quality standards, review cadence, retirement criteria 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 Cross-Functional Operating Model Weekly CX business review: prepared, data-ready, and accountable Alignment with Finance (cost-to-serve), Engineering (interface model), and GEO Support leadership Identify and prioritize high-value automation opportunities within Support Ops Your Toolkit: 10+ years in customer support operations, technical support, or CX operations in a B2B enterprise software or SaaS environment, with at least 5+ years in a leadership role Proven track record designing and owning operating cadences, not participating in them Experience building or significantly maturing a knowledge management program, preferably in an AI-augmented context Deep familiarity with support tooling, case routing, taxonomy, automation, and workflow design Ability to translate business
