Job Opportunities API

At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀 As Director, CX Operations (Support) at ClickUp, you will own strategy, vision, and execution for the Support Operations function, partnering closely with Support and CX leadership while serving as the operational leader for the systems, automation, planning, quality, and insights that power our Support organization. You will set the operating model and performance standards for Support Operations while owning the AI agent harness and automation layer of our CX operating model. You will shape the rhythm of business for our Support organization and unlock data insights, coach organizational performance, transform internal capabilities, and influence strategic decisions across Support, CX, and cross-functional leadership. You will architect, ship, operate, and iterate on AI-driven workflows that enhance and automate customer intake and response, escalation, full support lifecycle management, quality and customer experience, workflow orchestration, and decision support across Support and CX. You'll use AI tools in your own workflow daily while applying strong judgment to validate outputs, manage risk, and improve the repeatable systems the team uses. ABOUT THE ROLE AI & Automation Architecture - Own and operate the AI agent harness and automation layer of our Support operating model - Design, ship, manage, and iterate on AI-driven workflows that enhance and automate customer intake and response, escalation, full support lifecycle management, workflow orchestration, quality, and customer experience across Support and CX - Build scalable, multi-step agentic systems that Support and CX leaders rely on for planning, forecasting, insight generation, and decision support - Establish governance, system evaluation frameworks, and QA processes for AI-assisted outputs: define what "good" looks like, set quality checkpoints, and create feedback loops so AI workflows improve over time - Architect observability into AI-enhanced processes: track output quality, decision accuracy, adoption rates, and business impact to quantify the leverage created through AI - Set direction for the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the Support organization - Partner with Product/AI teams to surface operational insights, test new AI capabilities, and provide structured feedback on tooling or infrastructure gaps   Functional Leadership - Lead the Support Operations function across systems and automation, planning and forecasting, quality, and business insights, through a combination of direct team leadership and cross-functional influence - Set functional priorities, operating standards, and success metrics for Support Operations, ensuring execution aligns to company and CX objectives - Make final recommendations and drive execution on operating model, workflow orchestration, and process governance decisions across the Support organization - Build organizational capability by coaching team members, raising the quality bar, and establishing scalable mechanisms that improve decision-making and execution over time   AI-Native Leadership - Use AI tools in your own workflow: operational analysis, data modeling, reporting automation, strategic communications, and executive presentations - Apply strong judgment to validate AI outputs, manage risk, and improve the repeatable systems the team uses - Stay current with AI developments relevant to CX operations and translate learnings into operating model improvements - Translate AI workflow results into executive-ready insights that inform str