Aristocrat

Director, Customer Solutions Support

Las Vegas, NV, US · Director · Full-time

No sponsorship$126k-$234kDetected 12 days ago

SalesforceCRMBudgetingCustomer SuccessCustomer SupportLeadershipCommunicationCollaborationProblem Solving

About the role

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.
Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive).
However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.

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.
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.
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.

5+ years of experience leading managers and multi-level support organizations in enterprise software, SaaS, technology, or other complex technical environments.
Experience collaborating effectively across Product, Engineering, Customer Success, Sales, and Implementation organizations.
Ability to balance long-term planning with day-to-day operations in a fast-paced environment.

Experience supporting critical enterprise applications.
Experience with release readiness, operational readiness, and deployment governance processes.
Experience leading organizational transformation, supporting modernization, or SaaS transition initiatives.
Aristocrat Interactive
About Aristocrat
Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.
All about the Player
Talent Unleashed

$126,000 - $234,000 per year
Our goal is to pay a market competitive salary focusing near the median of our pay ranges.
However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.

Manage support performance through important measures, including customer happiness, response times, resolution times, backlog health, and handling of critical issues.
This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

This listing is sourced directly from Aristocrat's careers page and normalized into a canonical job model.