Director, Customer Solutions Support

At Aristocrat, our mission is to bring joy to life through the power of play. As a global entertainment and content creation company powered by technology, we create extraordinary gaming experiences enjoyed by millions of players around the globe every day. We are driven by innovation, creativity, connection, and integrity, and are committed to building an inclusive workplace where people can grow, contribute, and succeed.

The Director of Customer Solutions Support plays a critical leadership role in delivering on that mission by ensuring our customers receive exceptional support for the technology solutions that power their operations. This position sits at the intersection of customer experience, product innovation, and efficient operations, leading the strategy, performance, and continuous evolution of the support organization. Beyond running day-to-day operations, the Director serves as a key partner to help shape customer outcomes, influence product quality, and drive business success.

This is a unique opportunity for a leader who is passionate about building successful support organizations, developing high-performing teams, and using technology to create scalable, customer-centric solutions. 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. For candidates seeking an opportunity to make a substantial impact withing a global organization, this role offers the chance to help define the future of support while contributing to an industry leader committed to innovation, responsible business practices, and the power of play.

What You'll Do

• 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.

• Manage support performance through important measures, including customer happiness, response times, resolution times, backlog health, and handling of critical issues.

• Serve as the executive point of contact for critical customer concerns and major service-impacting events.

• 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.

• Participate in release readiness and deployment planning activities to ensure operational preparedness for new products and enhancements.

• 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.

What We're Looking For

• 8+ years of dynamic experience in customer support, technical support, or service delivery leadership.

• 5+ years of experience leading managers and multi-level support organizations in enterprise software, SaaS, technology, or other complex technical environments.

• Experience managing executive customer relationships and high-impact partner concerns.

• Demonstrated ability to build, coach, and develop high-performing teams.

• Strong analytical and problem-solving skills with the ability to use data to drive decisions and improvements.

• Experience collaborating effectively across Product, Engineering, Customer Success, Sales, and Implementation organizations.

• Knowledge of support technologies and CRM platforms such as Salesforce Service Cloud or similar systems.

• Excellent communication, presentation, and collaborator management skills.

• Ability to balance long-term planning with day-to-day operations in a fast-paced environment.

Preferred Qualifications

• 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.

• Experience implementing AI, automation, and self-service support capabilities.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. 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). 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.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Up to 25%

Pay Range

$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. 

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/.

Additional Information

This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.

Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.