Director, Customer Solutions Support

At Aristocrat, our mission is to bring joy to life through the power of play. As a global entertainment and content creation company powered by technology, we create extraordinary gaming experiences enjoyed by millions of players around the globe every day. We are driven by innovation, creativity, connection, and integrity, and are committed to building an inclusive workplace where people can grow, contribute, and succeed.

The Director of Customer Solutions Support plays a critical leadership role in delivering on that mission by ensuring our customers receive exceptional support for the technology solutions that power their operations. This position sits at the intersection of customer experience, product innovation, and efficient operations, leading the strategy, performance, and continuous evolution of the support organization. Beyond running day‑to‑day operations, the Director serves as a key partner to help shape customer outcomes, influence product quality, and drive business success.

This is a unique opportunity for a leader who is passionate about building successful support organizations, developing high‑performing teams, and using technology to create scalable, customer‑centric solutions. The role offers significant visibility across the business and the ability to influence pivotal initiatives while leading a function that directly impacts customer satisfaction, product adoption and long‑term customer loyalty. For candidates seeking an opportunity to make a substantial impact within a global organization, this role offers the chance to help define the future of support while contributing to an industry leader committed to innovation, responsible business practices, and the power of play.

• Lead and develop a high‑performing technical support organization responsible for delivering exceptional customer experiences and operational excellence.
• Establish and implement the support strategy, goals and roadmap aligned with company objectives.
• Lead all aspects of daily support operations, ensuring timely resolution of customer issues and achievement of service level commitments.
• Manage support performance through important measures, including customer happiness, response times, resolution times, backlog health and handling of critical issues.
• Serve as the executive point of contact for critical customer concerns and major service‑impacting events.
• Partner closely with Product, Technology, Customer Success, Training and Implementation teams to improve product quality, customer adoption and service delivery.
• Drive root cause analysis and corrective actions for recurring customer issues.
• Participate in release readiness and deployment planning activities to ensure operational preparedness for new products and enhancements.
• Develop and maintain support processes, policies, knowledge management practices and quality standards.
• Identify and implement opportunities for automation, self‑service, AI enablement and operational efficiency.
• Manage staffing, workforce planning, budgeting and resource allocation to support business growth.
• Provide regular executive reporting on support performance, customer trends, risks and improvement initiatives.
• Build a culture of accountability, critical continuous improvement, collaboration and customer advocacy.

• 8+ years of dynamic experience in customer support, technical support, or service delivery leadership.
• 5+ years of experience leading managers and multi‑level support organizations in enterprise software, SaaS, technology or other complex technical environments.
• Experience managing executive customer relationships and high‑impact partner concerns.
• Demonstrated ability to build, coach and develop high‑performing teams.
• Strong analytical and problem‑solving skills with the ability to use data to drive decisions and improvements.
• Experience collaborating effectively across Product, Engineering, Customer Success, Sales and Implementation organizations.
• Knowledge of support technologies and CRM platforms such as Salesforce Service Cloud or similar systems.
• Excellent communication, presentation and collaborator management skills.
• Ability to…