## About Git

Hub

GitHub is the world’s leading platform for agentic software development — powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate, and more than 77,000 organisations have adopted GitHub Copilot.

Locations

In this role you can work from Remote, United States

Overview

We’re looking for a Senior Director to lead Supportability at GitHub -the discipline responsible for ensuring our Support organization can deliver a world‑class customer experience as the platform grows. This role sits within the Technical Customer Support job family and leads the operational, technical, and cross‑functional systems that enable Support to scale effectively.

You will develop and optimize the processes, workflows, and operating models that govern how Support handles issues at scale — including ticket pipeline management, automation, self‑service, product supportability, and team enablement. You’ll oversee the design of training programs, knowledge standards, and readiness processes that ensure Support teams have the technical depth, product expertise, and operational clarity needed to resolve customer issues efficiently.

You’ll partner deeply with Engineering, Product, and Design leadership to improve product supportability, influence roadmap decisions, and ensure new features are support‑ready at launch. You’ll drive cross‑team initiatives that reduce friction, strengthen customer advocacy, and improve the end‑to‑end support experience. You will also lead organizational health efforts, set annual priorities, and guide executive‑level communication across internal audiences.

This role requires a systems thinker who can lead operational transformation, manage complex business needs, and build scalable models grounded in data, AI, and continuous improvement. You will manage and develop a high‑performing team, foster a culture of learning and collaboration, and deliver measurable improvements in customer satisfaction, resolution efficiency, and cost‑to‑serve.

Responsibilities

• Develop and optimize processes for handling tickets at scale, ensuring efficient workflows, best practices, and operational excellence.

• Lead Supportability strategy, connecting AI, automation, process innovation, and operational design to GitHub’s growth.

• Build scalable operating models with clear metrics, accountability, and continuous improvement.

• Oversee intra‑ and inter‑team training programs, fostering continuous learning, onboarding, upskilling, and product proficiency.

• Drive self‑service, documentation, and knowledge‑sharing standards that empower customers and strengthen Support expertise.

• Partner deeply with Engineering, Product, and Design to improve product supportability, resolve product issues, and ensure new features are support‑ready at launch.

• Advocate for customers by removing blockers, influencing product roadmaps, and improving the end‑to‑end support experience.

• Lead process improvements across Support, aligning stakeholders, managing change, and driving cross‑organization collaboration.

• Shape and scale AI‑driven capabilities across support workflows, including intelligent routing and automated resolution.

• Manage capacity and resourcing strategies to meet demand while optimizing cost, quality, and team health.

• Collaborate with Customer Success, Sales, and other go‑to‑market teams to ensure a cohesive customer experience.

• Own operational metrics such as customer satisfaction, resolution efficiency, self‑service effectiveness, and cost‑to‑serve.

• Provide people leadership, including performance management, coaching, and fostering a healthy, inclusive team culture.

• Lead executive‑level communication and contribute to foundational and storytelling content within the organization.

Qualifications Required/Minimum Qualifications

• 12+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
• OR Bachelor's Degree in Computer Science, Business Management, or related field AND 10+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
• OR Master's Degree in Computer Science, Business Management, or related field AND 8+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
• OR equivalent experience.
• 5+ years people management experience

Compensation Range

The base salary range for this job is USD $141,700.00 - USD $375,800.00 /Yr.

These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Manager fundamentals

• Model
• Coach
• Care

Leadership principles

• Create clarity
• Generate energy
• Deliver success

Who We Are

GitHub is the world’s leading AI-powered developer platform with 150 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.
Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.
Join us, and let’s change the world, together.

EEO Statement

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!

• Develop and optimize processes for handling tickets at scale, ensuring efficient workflows, best practices, and operational excellence.

• Lead Supportability strategy, connecting AI, automation, process innovation, and operational design to GitHub’s growth.

• Build scalable operating models with clear metrics, accountability, and continuous improvement.

• Oversee intra‑ and inter‑team training programs, fostering continuous learning, onboarding, upskilling, and product proficiency.

• Drive self‑service, documentation, and knowledge‑sharing standards that empower customers and strengthen Support expertise.

• Partner deeply with Engineering, Product, and Design to improve product supportability, resolve product issues, and ensure new features are support‑ready at launch.

• Advocate for customers by removing blockers, influencing product roadmaps, and improving the end‑to‑end support experience.

• Lead process improvements across Support, aligning stakeholders, managing change, and driving cross‑organization collaboration.

• Shape and scale AI‑driven capabilities across support workflows, including intelligent routing and automated resolution.

• Manage capacity and resourcing strategies to meet demand while optimizing cost, quality, and team health.

• Collaborate with Customer Success, Sales, and other go‑to‑market teams to ensure a cohesive customer experience.

• Own operational metrics such as customer satisfaction, resolution efficiency, self‑service effectiveness, and cost‑to‑serve.

• Provide people leadership, including performance management, coaching, and fostering a healthy, inclusive team culture.

• Lead executive‑level communication and contribute to foundational and storytelling content within the organization.

Required/Minimum Qualifications

• 12+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
• OR Bachelor's Degree in Computer Science, Business Management, or related field AND 10+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
• OR Master's Degree in Computer Science, Business Management, or related field AND 8+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
• OR equivalent experience.
• 5+ years people management experience