Work Preference
Summary
Overview
Work History
Education
Skills
Earlier Career
Technology Operations Expertise
Additional - Languages
Executive Impact
Timeline
Generic
JORGE BATISTA
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JORGE BATISTA

Austin,TX

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Director, Global Operations – Recruiting EnablementSenior Director, Global Customer SupportSenior Director, Global Customer SupportDirector, Global Customer Support

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Austin, TX, US
Open to relocation: No

Important To Me

Company CultureHealthcare benefitsPaid time offStock Options / Equity / Profit Sharing

Summary

Strategic Enterprise CX leader with 20 years of experience in global support strategy and operating models. Expertise in optimizing customer experience, cost-to-serve, and retention outcomes at scale. Skilled in developing technology-enabled support organizations that enhance customer experience, boost self-service adoption, and improve operational performance through alignment of customer insights with business priorities.

Overview

24
24
years of professional experience

Work History

Director, Global Operations – Recruiting Enablement

Amazon Web Services (AWS)
02.2020 - 01.2026
  • Led a 400+ global operations organization responsible for workforce strategy, process optimization, analytics, and operating cadence across a 3,000+ employee function.
  • Owned capacity planning, productivity, and execution rigor at scale, with direct applicability to large-scale support environments.
  • Drove ~3.5x productivity improvement (coordinator-to-recruiter ratio from 3:1 to 10:1) by redesigning operating models, optimizing workforce structure, and introducing automation—significantly increasing throughput while controlling cost.
  • Established enterprise operating cadence (WBR/MBR/QBR) for directors and VPs, enhancing performance visibility, reinforcing execution discipline, and fostering data-driven decision-making in a previously fragmented organization.
  • Led global capacity planning and workforce strategy, aligning resources to demand across multiple functions and improving planning accuracy and utilization.
  • Scaled operational infrastructure (analytics, enablement, process, and tools) to support high-growth environments, enhancing efficiency and maintaining service quality.

Senior Director, Global Customer Support

Adobe
01.2015 - 01.2020
  • Led a 1,000+ employee global support organization delivering end-to-end customer experience across voice, chat, social, and self-service channels for a 30M+ subscriber SaaS business.
  • Drove ~$75M in annual ARR retention by improving customer experience, reducing friction across the support journey, and strengthening lifecycle engagement.
  • Owned global support strategy, performance, and cost-to-serve, with accountability for retention outcomes, customer experience, and product feedback loops influencing roadmap decisions.
  • Achieved $4M+ in annual cost savings through vendor strategy, global delivery optimization, and footprint realignment while maintaining CSAT.
  • Led adoption of AI-powered chat and automation (NLU/LLM), increasing self-service utilization and agent productivity while reducing cost-to-serve.
  • Developed and scaled enterprise Voice of Customer program, influencing product roadmap decisions and reducing repeat issues, thereby enhancing overall customer experience.
  • Partnered with Product, Engineering, and Finance leadership to align support insights with roadmap prioritization, reducing defect-driven contacts and improving product quality.
  • Executive stakeholder for CRM and platform modernization (Microsoft Dynamics), ensuring support readiness, service continuity, and successful global rollout.
  • Redesigned IVR strategy and customer routing, reducing misroutes by 20% and improving customer satisfaction through faster, more accurate access to support.
  • Established global escalation and incident management frameworks, improving response to critical issues and protecting customer trust at scale.

Senior Director, Global Customer Support

BMC Software
07.2011 - 01.2015
  • Led global support strategy and operations for SaaS products including Remedy On-Demand and Remedyforce, supporting a $400M+ revenue base.
  • Built and scaled global support operations from inception, establishing organizational design, and operating model to support a rapidly growing SaaS business.
  • Facilitated operational transition to SaaS, ensuring scalability and readiness in $400M+ recurring revenue environment.
  • Developed organization from 0 to 125+ employees, establishing global delivery capabilities across regions.
  • Managed $17M operating budget, aligning resources with service demand and business priorities.
  • Led executive-level customer escalations and operational issue resolution, representing the function at the senior leadership level.
  • Established proactive customer health and risk models, reducing escalations and enhancing customer retention.

Director, Global Customer Support

BMC Software
01.2009 - 07.2011
  • Led global operations for on-premise enterprise product support, driving performance, workforce strategy, and process optimization.
  • Improved support productivity by 30% by implementing support tier model, workforce strategy, and process optimization.
  • Reduced cost-to-serve by transitioning 50% of workforce to global delivery model while maintaining CSAT.
  • Implemented proactive customer heat mapping, identifying risk early and reducing escalations.
  • Built and operationalized QA function, improving quality and consistency across support.

Senior Support Manager

BMC Software
10.2001 - 01.2009
  • Promoted to Director — first internal Sr. Manager selected for the role over external candidates.
  • Recognized in BMC’s top 100% Club three times for exceptional contributions.
  • Enhanced SLA performance and CSAT through targeted initiatives.
  • Led global support teams for multiple enterprise products, enhancing service levels and customer satisfaction.

Education

Business Administration Coursework -

University of Phoenix
Santa Clara, CA

Skills

  • Global operations management
  • Cost optimization strategies
  • Strategic planning and execution
  • Vendor relationship management
  • Customer retention strategies
  • Support technology solutions
  • AI automation in support
  • Operational scaling techniques
  • Voice of customer insights
  • Capacity planning and forecasting
  • CRM and support systems
  • Process optimization methodologies
  • Strategic thinking skills
  • Contact center management
  • Knowledge management practices
  • Process improvement initiatives
  • Customer experience enhancement
  • Data analytics expertise

Earlier Career

  • Sr. Technical Support Manager, @Home Network
  • Customer Service Manager, Metricom
  • Call Center Manager, Logistix

Technology Operations Expertise

  • CRM & Support Platforms: Microsoft Dynamics, Remedy
  • Contact Center & Routing: Genesys, Aspect, Nortel
  • AI & Automation: LivePerson, chatbot implementations (NLU/LLM-enabled support)
  • Knowledge Management: KCS (Knowledge-Centered Support)
  • Workforce Management & Forecasting

Additional - Languages

Fluent, Fluent, Intermediate

Executive Impact

1,000+ employees across global support and operations, Supported 30M+ global subscribers across omnichannel environments, Drove ~$75M ARR retention through CX and support improvements, Delivered $4M+ annual savings via vendor strategy and global footprint optimization, Led follow-the-sun delivery across NA, EMEA, and APAC, Improved retention, reduced cost-to-serve, and influenced product and CX strategy across enterprise SaaS environments

Timeline

Director, Global Operations – Recruiting Enablement

Amazon Web Services (AWS)
02.2020 - 01.2026

Senior Director, Global Customer Support

Adobe
01.2015 - 01.2020

Senior Director, Global Customer Support

BMC Software
07.2011 - 01.2015

Director, Global Customer Support

BMC Software
01.2009 - 07.2011

Senior Support Manager

BMC Software
10.2001 - 01.2009

Business Administration Coursework -

University of Phoenix

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JORGE BATISTA