Orcaai Director Operations 

Israel, Tel Aviv District, Tel Aviv-Yafo 

321464383

In this role, you will be responsible for strategic leadership and management oversight of the professional services organization to support Orca AI’s business goals. Reporting to the COO, this is a high-visibility role that provides the development of the overall professional services plan and setting the strategic direction, and performance standards. You will develop, and manage all strategic service offerings and outcomes to drive and support the end-to-end customer experience.

Key Responsibilities

• Develop and execute a scalable strategy for Support and NOC operations, ensuring a proactive, customer-first approach.
• Lead and mentor high-performing group of support engineers, NOC specialists, and operational staff, fostering a culture of accountability, collaboration, and innovation.
• Oversee real-time monitoring, incident management, troubleshooting, and resolution to minimize downtime and maximize system performance.
• Implement and refine SLAs, KPIs, and operational processes to drive service excellence and continuous improvement.
• Establish escalation protocols and ensure rapid response times to critical incidents, partnering with Engineering and Product teams to drive root cause analysis and long-term solutions.
• Develop customer support workflows, self-service tools, and knowledge bases to improve customer experience and reduce resolution times.
• Collaborate closely with Product, Sales, and Customer Success teams to align support initiatives with business objectives and customer needs.
• Leverage data-driven insights to optimize service delivery, enhance automation, and improve operational efficiency.
• Provide regular performance reports and strategic recommendations to senior leadership.