Senior Director, Global Product Support & AI Operations

At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.

Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity.

We're seeking a Senior Director of Global Product Support & AI Operations to transform how we deliver support in the age of agentic AI. This isn't a traditional support leadership role—it's a mandate to reimagine support from the ground up, blending AI automation with human expertise to create experiences that feel effortless for our enterprise customers.

Why Technology? 

1. 1. 15-Minute AI-Powered RCA: We're building toward a bold goal—root cause analysis for any support ticket in under 15 minutes using AI. This requires deep integration between support workflows, engineering systems, and AI infrastructure. Reporting to Technology ensures you have direct access to the engineering resources, data pipelines, and AI capabilities needed to make this a reality.
   2. Support as Product Feedback Engine: At FourKites, support isn't a cost center—it's where we learn what's broken, what's confusing, and what's missing. Your insights will directly shape our AI capabilities, integration quality, and platform reliability.
   3. Seat at the Product Table: You'll be in the room where product decisions are made. Support data will influence roadmap priorities, release quality gates, and AI model improvements—not as an afterthought, but as a primary input.

The Transformation We're Driving

The Current State

• • 40+ person global support team across Chennai and Chicago
  • Enterprise customers with complex integrations (ERP, TMS, WMS, carrier APIs)
  • Traditional tiered model (L1/L2/L3) with strong technical depth
  • Growing volume as we expand into new verticals and geographies

The Future State (Your Mandate)

• • 60-70% of routine inquiries handled by AI with seamless human escalation
  • Proactive support that alerts customers to issues before they notice them
  • Self-service that actually works—not a deflection tactic, but genuine resolution
  • Support team evolved into AI trainers, escalation specialists, and customer advocates
  • 2-3x volume handled without proportional headcount growth

What you’ll be doing:

AI-Driven Support Transformation (40%)

Build the hybrid human-AI model that actually works. The industry is littered with failed "AI-first" experiments (see: Klarna's reversal). You'll design a system where AI handles volume while humans deliver judgment, empathy, and complex problem-solving.

• • Implement AI-powered triage, routing, and resolution for routine inquiries
  • Design escalation logic that knows when to involve humans—before customers get frustrated
  • Leverage FourKites' own AI capabilities: Our digital workers (Tracy, Alan) already handle carrier communication and scheduling; extend this to customer-facing support
  • Build knowledge management as strategic infrastructure—your AI is only as good as your content
  • Establish AI-specific metrics: containment rate, deflection rate with maintained CSAT, escalation quality, AI vs. human resolution comparison

B2C speed, B2B depth. Bring the instant-response expectations of consumer apps to enterprise support. Our customers' operations teams are used to Uber-speed answers—deliver that while handling Fortune 500 complexity.

Support Operations & Customer Excellence (30%)

• • Own CSAT (target: >90%+), NPS, FCR, and SLA compliance across all channels
  • Optimize tiered support model for AI-augmented workflows
  • Scale operations to handle 2-3x volume growth while improving unit economics
  • Build follow-the-sun coverage with Chicago as the center of gravity

Product Quality Partnership (20%)

• • Translate support patterns into engineering priorities—you're the voice of the customer in product decisions
  • Drive root cause analysis that eliminates issue classes, not just individual tickets
  • Partner on release quality gates and production incident management
  • Build feedback loops between customer interactions and AI model improvements
  • Establish metrics infrastructure for product health visibility

Team Transformation (10%)

Your team's roles will evolve—lead that change.

• • Upskill existing agents into new roles: AI trainers, knowledge managers, escalation specialists, customer advocates
  • Recruit/Upskill for emerging roles that didn't exist two years ago:
    • AI Trainers — Monitor AI performance, curate training data, refine model outputs based on customer feedback
    • Conversational AI Designers — Design AI agent scripts, flows, and personality; partner with product on bot behavior
    • Knowledge Architects — Build and maintain the content infrastructure that powers AI quality; identify gaps from unresolved queries
    • Escalation Specialists — Deep domain experts who handle complex, high-stakes, and emotionally sensitive cases AI cannot resolve
    • AI Quality Auditors — Review AI responses for accuracy, hallucination risk, and brand voice compliance
    • Crisis/Exception Managers — Specialize in high-severity incidents, multi-stakeholder coordination, and service recovery for enterprise accounts
    • Customer Advocacy Leads — Translate support patterns into product requirements; represent customer voice in roadmap discussions
  • Build career paths that don't dead-end: Agent → Knowledge Architect → AI Trainer → Conversational AI Designer → Product
  • Create a culture engineering & product teams respect and actively want to partner with

About the team:

Our Global Product Support & AI Operations team sits at the intersection of Technology, Product, and Customer Experience—because at FourKites, support excellence and product quality are inseparable. Based primarily in Chennai with strong partnership in Chicago, we’re a 40+ member global team supporting complex enterprise integrations across ERP, TMS, WMS, and carrier ecosystems.

We’re on a bold transformation journey: evolving from a traditional tiered support model into an AI-augmented, insight-driven engine that resolves issues in minutes, scales without linear headcount growth, and directly shapes product and AI roadmap decisions. This team doesn’t just solve tickets—we eliminate root causes, train AI systems, and serve as the voice of the customer at the product table.

Who you are:

• • 12+ years in SaaS/enterprise product support with 5+ years in senior leadership (Director/VP level)
  • Scaled support organizations from 30+ to 100+ members across geographies
  • P&L or budget responsibility of $1M+ with demonstrated efficiency improvements
  • Ability to work with significant US Central Time overlap for leadership alignment and escalations

Required: AI Transformation Experience

This is non-negotiable. We need someone who has done this before, not someone who will learn on the job.

• • Implemented AI-powered support tools (chatbots, intelligent routing, automated diagnostics)
  • Achieved measurable deflection/containment improvements (40%+ deflection rate)
  • Managed the human side of AI transformation—upskilling, change management, role evolution
  • Built knowledge management systems that power AI quality
  • Established metrics frameworks that measure AI and human performance separately

Technical & Strategic Depth

• • Deep expertise in enterprise SaaS support: complex integrations, API troubleshooting, data pipelines
  • Fluency with support platforms (Zendesk, Freshdesk, Intercom, Salesforce Service Cloud)
  • Data-driven decision making—you speak in metrics and can build dashboards yourself if needed
  • Understanding of LLM-based support tools and their limitations (hallucination risk, confidence thresholds)

Highly Desirable

• • Supply chain/logistics domain experience—understanding shipper/carrier dynamics, TMS/WMS/ERP integrations
  • Experience at high-growth Indian SaaS companies (Freshworks, Zoho, Chargebee, Razorpay, or similar)
  • Background in companies that serve Fortune 500 enterprise customers

Leadership & Presence

• • Executive communication skills—you'll present to our C-suite and occasionally to customer executives
  • Change management expertise—transforming support during rapid growth and product evolution
  • Cross-functional influence with Product, Engineering, Sales, and Customer Success
  • Calm under pressure during high-severity escalations

What Sets You Apart

You've pioneered AI in support, not just adopted tools someone else configured. You can articulate exactly how you measured success and what you'd do differently.

You understand the Klarna lesson: AI handles volume, humans handle judgment. You're not selling "AI will replace agents"—you're building hybrid teams where both thrive.

You see knowledge management as infrastructure, not documentation. You know that AI quality is content quality.

You've built support cultures that engineering teams respect. Product managers seek your input. Your escalation data shapes roadmaps.

You bring B2C expectations to B2B. You're impatient with "enterprise support is supposed to be slow" thinking.

You're analytically rigorous. You can calculate cost-per-ticket, model staffing scenarios, and build business cases for automation investments.

Why This Role, Why Now

This is a build role, not a maintain role. You're not inheriting a mature AI-powered support org—you're creating one. The decisions you make in the first 18 months will define FourKites support for the next decade.

AI is in our product DNA. FourKites isn't bolting AI onto legacy software—our digital workers are core to our platform. You'll leverage capabilities most support leaders can only dream about.

Fortune 500 complexity, startup agility. Our customers run the world's supply chains. The problems are hard, the stakes are real, and you'll have the autonomy to solve them.

Executive visibility. Reporting to EVP of Engineering means you're in the room where product decisions happen. Support insights drive company strategy.

We know that job postings can be intimidating, and research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. We encourage you to apply if you think you may be a fit and give us both a chance to find out!

Who we are:

FourKites®, the leader in AI-driven supply chain transformation for global enterprises and pioneer of real-time visibility, turns supply chain data into automated action. FourKites’ Intelligent Control Tower™ breaks down enterprise silos by creating a real-time digital twin of orders, shipments, inventory and assets. This comprehensive view, combined with AI-powered digital workers, enables companies to prevent disruptions, automate routine tasks, and optimize performance across. As the leader in AI-driven supply chain transformation, FourKites pioneered the Intelligent Control Tower™ powered by the world’s largest real-time visibility network. Our platform creates comprehensive digital twins of your supply chain with AI-powered digital workers to automate resolution, improve collaboration and drive outcomes across all stakeholders. Unlike traditional control towers, we enable true real-time execution and intelligent fulfillment, transforming both your supply and customer

FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to generous PTO and standard holidays. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We're always listening for new ways to support everyone in and out of the office. 

Benefits 

• Medical  benefits start on first day of employment
• 36 PTO days( Sick, Casual and Earned) , 5 recharge days, 2 volunteer days 
• Home Office set ups and Technology reimbursement
• Lifestyle & Family benefits 
• Mental Wellness support and guidance 
• Ongoing learning & development opportunities ( Professional development program, Toast Master club etc.)

FourKites is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.