Prime Support Director - Remote

Job Description

As a Prime Support Director, you will lead the strategic oversight, people leadership, and operational excellence of Veritas Prime’s Support Services team. You will drive delivery consistency, scale team capabilities, and ensure long-term client satisfaction through thoughtful execution, innovation, and cross-functional partnership. You will also play a key role in department planning, resourcing, and performance measurement.

Location:

This is a remote position (within the United States), or you can work from one of our offices in Yarmouth, ME; Shawnee, KS; or Orlando, FL. 

Salary Range: 

The salary range for this position will likely be $190,000 - $235,000. However, compensation above or below that range may be offered depending on experience.

Duties/Responsibilities:

• Lead day-to-day operations of the Support Services function, ensuring high-quality service delivery across all client accounts.

• Set and monitor departmental KPIs and SLAs; track team performance and intervene proactively to address risks or gaps.

• Drive resource allocation strategy and staffing plans in collaboration with other department leaders and HR.

• Oversee manager development and team structure to promote consistent coaching, growth, and knowledge retention.

• Partner with Delivery, Product, and Client Engagement teams to align on service scope, client expectations, and ongoing evolution of offerings.

• Contribute to leadership discussions on retention, account growth, global scale, and departmental health.

• Champion process improvements, platform enhancements, and innovation in tooling (e.g., HelpMyCloud).

• Serve as an executive escalation point and ensure client satisfaction for high-priority or complex accounts.

• Act as a trusted consultant and representative for Veritas Prime with clients and external stakeholders (e.g., SAP).

• Provide expert functional and technical guidance on complex issues, including integration oversight and solution design.

• Oversee compliance with internal documentation, data quality, and communication standards.

• Lead strategic initiatives or department-wide projects tied to quality, cost, or team capability.

Required Skills/Abilities

• Proven leadership in managing high-performing support or consulting teams.

• Deep understanding of SAP SuccessFactors and service delivery operations, with specific expertise in Employee Central.

• Ability to define strategy, manage complex escalations, and provide expert technical/functional guidance.

• Strong change management and process optimization skills.

• Exceptional communication, with the ability to influence and align across technical and non-technical stakeholders.

• Experience mentoring leaders and fostering scalable, sustainable growth.

• Ability to lead through ambiguity while remaining detail-oriented and delivery-focused.

Education and Experience:

• Bachelor’s degree preferred; Master’s degree a plus.

• 10+ years of experience in HRIS, consulting, or support environments.

• 5+ years in people leadership roles managing mid-sized or large teams.

• SAP SuccessFactors certifications required.

• Prior experience leading cross-functional initiatives and managing client escalations.

Physical Requirements:

• This position requires periods of sitting at a desk, standing, and working on a computer.