Department V
The Director Track
Operating-model thinking for support leaders who want to lead at the next level up. The shift from running a team to designing how the whole function works.
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Support is not a cost center — but pretending it isn’t gets you defunded
Positioning support as a cost lever executives trust. Director-level framing.
What 19 years of support leadership actually taught me
The operating lessons that separate a manager from a function leader.
How to land a CX or support leadership role
What hiring managers actually look for at the director level.
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The 12 metrics I actually track after 19 years.
Not vanity numbers — the KPIs that drive real decisions in a support org, with the trap baked into each one spelled out.
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The CX Leader’s KPI Playbook
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