Associate Director, Business Systems Support

Job Summary

Grade Level (for internal use): 12

The Role: Associate Director, Business Systems Support.

The Team

The Digital Experience Team acts as a trusted and strategic partner to Commercial, Customer Experience, Technology, Legal, Finance, Business Management, Business Lines, etc. by delivering technologies and innovations that empower and enable Energy teams to obtain and grow customers, provide world class customer experience, and maintain highest levels of productivity and efficiency.

Responsibilities and Impact

• Provide strategic leadership and direction for the internal global support organization, setting vision, priorities, objectives, and performance expectations
• Establish and evolve the operating model, support framework, organizational structure, and governance processes required to scale support capabilities globally
• Develop and mentor leaders and individual contributors while fostering a culture of accountability, innovation, inclusion, and continuous learning
• Drive organizational effectiveness through workforce planning, talent development, succession planning, and performance management
• Champion a customer-centric mindset that prioritizes user experience, service quality, operational excellence, and business value
• Partner with Change Management team on organizational readiness and adoption efforts for major platform enhancements, digital transformation initiatives, and business process changes

What We're Looking For Basic Required Qualifications

• Strong knowledge of Salesforce, Marketo, and interconnected SaaS ecosystems
• 8+ years of experience supporting enterprise business applications and digital platforms, including leadership of global teams
• Demonstrated experience building and scaling support or service organizations
• Excellent communication and presentation skills with experience managing stakeholder relationships across multiple business functions

Additional Preferred Qualifications

• Experience with AI-enabled support capabilities and automation tools
• Background in change management and organizational transformation
• Track record of driving data-driven decision making through service metrics and operational analytics
• Experience in proactive business enablement rather than reactive support functions