Associate Director, Support

Bloomreach is building the world's premier agentic platform for personalization. We're revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey. We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses. We're making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey. We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do. And we're building all of that on the intelligence of a single AI engine — Loomi AI — so that personalization isn't only autonomous…it’s also consistent.

From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora. Bloomreach is seeking an Associate Director, Support & Academy Products to transform Bloomreach's high-touch services (Support Premium Services & Academy Enablement Services) into a scalable, high-margin Product Portfolio. You will define, package, and operationalize structured deliverables that drive platform adoption and measurable ROI, while directly leading the technical specialists who deliver them.

Primary Objectives:

• Productize the Service Layer: Standardize "Premium Plus" and Academy offerings into clear tiers with defined SLAs, fixed deliverables, and rigorous "out-of-scope" boundaries.
• P&L & Margin Ownership: Partner with Finance to maintain a clean P&L. Track contribution margins, utilization rates, and the cost-to-serve to ensure sustainable growth.
• Operational Architecture: Build the "machine" that delivers the service. Transition the team from bespoke, reactive tasks to a proactive, repeatable delivery framework.
• GTM Partnership: Collaborate with Sales and Account Management to ensure our support products are positioned correctly and sold at the right value point.

Key Responsibilities:

• Team Leadership: Directly manage and mentor a lean group of Support Engineers and Academy Specialists, fostering a "product-first" mindset.
• Lifecycle Management: Own the product lifecycle for support/academy offerings - from initial concept and pricing to operational rollout and performance measurement.
• Strategic Reporting: Define and track KPIs that prove value to the customer (e.g., Adoption, Time-to-Value) and value to Bloomreach (e.g., Retention, Margin).
• Feedback Loops: Translate "Premium Plus" client insights into actionable feedback for the Core Product, Engineering teams, and Academy Enablement.

Key Competencies:

• The "Builder" Mindset: Proven ability to turn an unstructured or a new service into a standardized, repeatable system.
• Commercial & Financial Fluency: Comfortable with unit economics, P&L management, and capacity planning.
• High-Stakes Communication: Ability to defend product boundaries and handle executive-level escalations.
• Analytical Rigor: Uses data, not anecdotes, to determine if a service tier is successful or needs to be retired.

Ideal Profile:

• 6–8 years of experience in Product Management, Customer Operations, or Enablement Leadership.
• Customer Facing Experience: You have worked directly with clients and client leadership.
• Direct Management Experience: You have led technical ICs and know how to drive performance without getting stuck in the weeds.
• Experience in "Productizing" Services: You have a track record of taking a "service" and turning it into a "sku" with a clear margin.
• Pragmatic & Data-Driven: You are a builder, not a consultant. You prefer a working dashboard over a slide deck.

More things you'll like about Bloomreach:

• Culture: A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. We have defined our 5 values and the 10 underlying key behaviours that we strongly believe in. We can only succeed if everyone lives these behaviours day to day. We’ve embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. We believe in flexible working hours to accommodate your working style. We work virtual-first with several Bloomreach Hubs available across three continents. We organize company events to experience the global spirit of the company and get excited about what’s ahead. We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer.
• Personal Development: We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions. Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges. Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins. Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)
• Well-being: The Employee Assistance Program -- with counselors -- is available for non-work-related challenges. Subscription to Calm - sleep and meditation app. We organize 'DisConnect' days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones. We facilitate sports, yoga, and meditation opportunities for each other. Extended parental leave up to 26 calendar weeks for Primary Caregivers.
• Compensation: Restricted Stock Units or Stock Options are granted depending on a team member's role, seniority, and location. Everyone gets to participate in the company's success through the company performance bonus. We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts. We reward & celebrate work anniversaries -- Bloomversaries.

Excited? Join us and transform the future of commerce experiences.

If this position doesn’t suit you, but you know someone who might be a great fit, share it - we will be very grateful.

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