Director, Program Management

Sight Machine

Ann Arbor, MI

Team Culture
Great things happen when people can bring their authentic selves to work. We empower all of our employees to share their perspectives, passions and experiences because collectively we make a better, stronger team. Our team members collaborate closely with peers & cross functional stakeholders throughout the business, our clients on the forefront of digital transformation, and the cutting edge of digital manufacturing thought leadership.
We take pride in our self-starter culture where employees are enabled and encouraged to achieve their professional goals through leadership guidance, learning and development. Our philosophy is that careers are continuous journeys, and we dedicate time and offer resources so that employees can reach their full potential.
Benefits + Perks
We value you at and outside of work and know your loved ones are important. Our benefits are designed to support you and your family’s health through life’s expected and unexpected events.
Our Benefits Include
Competitive Salary + Stock Options
Health Care Coverage + Life Insurance + Health Savings Account + Flexible Spending
Account (includes spouse + children)
Flexible Vacation Policy
Adaptable Working Schedule and Environment
Our Perks Include:
Casual Dress Attire
Hybrid work flexibility
Catered Lunches, Snacks and Beverages
Commuter Savings Program
Company Outings
Designated Volunteering Hours + Group Volunteer Events
Sight Machine is proud to be an equal opportunity employer and considers candidates regardless of age, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Sight Machine also considers qualified applicants regardless of criminal histories, consistent with legal requirements.
About Sight Machine, Inc.
Sight Machine strengthens manufacturers by providing the industry’s only standard data model and system-level visualization capabilities. By integrating all crucial data into a single innovative platform, everyone involved in the fabrication process can visualize, contextualize and examine data in one intuitive interface.
Sight Machine is committed and mission-driven to improve lives, strengthen communities and make the world cleaner through continuously re-envisioning manufacturing processes - making them more efficient, sustainable and absolute. Founded in Michigan in 2011 and expanded to San Francisco in 2012, Sight Machine blends the spirit of technology innovation and the down to earth style of Detroit manufacturing. Our team includes early leadership from Yahoo, Tesla Motors and Oracle. Together, we share wide industry knowledge and a commitment to advance manufacturing to a more sustainable future.
At Sight Machine, you will work with manufacturing leaders in the automotive, medical device, apparel, construction, and pharmaceutical industries. You will have access to, and work with massive amounts of factory floor data to help uncover insights on how customers make products and develop solutions to pressing business problems. The platform solves problems like Extract Transform Load (ETL), information retrieval, data aggregation and analytics, factory automation, distributed computing, and security.
We place great value on professional, technical, and personal growth in an inclusive, collaborative environment. The ideal candidate will have a passion for technology and a strong can-do attitude.
About The Role
As a Director of Support, you will lead and scale a global technical support organization delivering world-class service for Sight Machine's Manufacturing Data Platform. You will be responsible for ensuring exceptional customer experiences through proactive support, rapid issue resolution, and continuous improvement of support operations for our Azure-based SaaS platform that processes complex manufacturing data at scale. Working with iconic manufacturers and technology leaders, including Microsoft, Nvidia, Siemens, and Databricks, you'll build and manage a high-performing support team capable of handling sophisticated technical challenges involving live streaming data pipelines, analytics workloads, and AI-powered recommendation agents. If you are passionate about customer success, technical excellence, and building scalable support operations for cutting-edge Industrial AI and data platform technologies, this role is for you.
Why join Sight Machine's Services Team
Our team is a hungry, humble, smart group of data architects, data scientists, data engineers, project
managers, software developers, and customer engagement managers who work collaboratively to solve some of the most complex challenges facing our manufacturing customers. We are laser-focused on trusting and empowering each other, working to solve today’s problems (while knowing tomorrow will bring a few more), and getting a little better every day.
What You'll Do
Lead and scale a global technical support organization, including onboarding, developing, and mentoring support engineers, including those from offshore resource partners, across multiple time zones to provide comprehensive coverage for our customers
Own the end-to-end support experience, from initial incident triage through resolution, ensuring customers receive timely, accurate, and empathetic support for complex technical issues, especially involving Azure infrastructure, data streaming pipelines, and AI/ML workloads
Establish and maintain support SLAs, KPIs, and operational metrics; drive continuous improvement initiatives to enhance first-response time, resolution time, client satisfaction scores, and support efficiency
Serve as the technical escalation point for critical customer issues, coordinating across engineering, product, and client outcomes teams to drive rapid resolution of complex platform, data integration, and performance challenges
Build deep subject matter expertise in the Manufacturing Data Platform, including data ingestion from factory floor systems, streaming data architecture, Azure deployment patterns, analytics capabilities, and AI tools and functionality
Partner closely with Engineering and Product teams to ensure customer feedback informs product roadmap priorities, drive root cause analysis of recurring issues, and champion improvements to platform reliability and supportability
Develop and maintain comprehensive support documentation, knowledge bases, runbooks, and training materials to enable both customers and internal teams to troubleshoot common issues independently
Implement and optimize support tools, ticketing systems, monitoring and alerting infrastructure, and customer communication channels to improve support team productivity and customer experience
Collaborate with Engineering, Infrastructure, and Data Architecture teams to ensure smooth handoffs in ongoing support, proactive identification of at-risk accounts, and continuous value delivery
Work with major ecosystem partners, including Microsoft, Nvidia, and Databricks, to coordinate support for integrated solutions and escalate platform-level issues when necessary
Drive initiatives to improve platform observability, automated diagnostics, and self-service capabilities that reduce support burden while empowering customers
This position requires minimal domestic and international travel to client sites or internal company events.
Qualifications
Extensive experience leading and scaling technical support or customer success operations, preferably for enterprise SaaS platforms with complex deployment requirements
Demonstrated ability to manage high-severity incidents and complex technical escalations with composure, clear communication, and effective cross-functional coordination
Proven track record of building high-performing, globally distributed support teams with strong technical capabilities and customer-centric cultures
Exceptional problem-solving skills with the ability to diagnose complex technical issues spanning multiple system layers and coordinate resolution across teams
Outstanding verbal and written communication skills, with the ability to translate technical concepts for non-technical audiences and represent customer needs to engineering and product teams
Experience establishing support operations frameworks, including SLA definitions, on-call rotations, escalation procedures, knowledge management, and continuous improvement processes
Strong analytical and data-driven mindset, with experience using metrics and dashboards to drive operational improvements and demonstrate support value to leadership
Also Helpful, But Not Required
Deep technical expertise in cloud infrastructure (Azure strongly preferred), including IaaS, PaaS services, networking, security, monitoring, and troubleshooting distributed systems
Strong understanding of data platforms, including data ingestion, streaming data architectures, ETL/ELT pipelines, data warehousing, and analytics workloads
Experience supporting manufacturing operations technology, industrial IoT platforms, or manufacturing OT data systems
Hands-on experience with Azure-specific services such as Azure Data Factory, Azure Stream Analytics, Azure Databricks, Azure Kubernetes Service, or Azure IoT Hub
Background in data engineering, data science, or software development, with an understanding of how platforms are built and deployed
Experience with AI/ML platforms, model deployment, and supporting recommendation systems or other AI-powered applications
ITIL, Azure, or other relevant technical certifications
Experience working with major technology partners in a support or technical alliance capacity

Posted 2025-10-26

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