ABOUT TEGNA

TEGNA Inc. (NYSE: TGNA) helps people thrive in their local communities by providing the trusted local news and services that matter most. With 64 television stations in 51 U.S. markets, TEGNA reaches more than 100 million people monthly across the web, mobile apps, streaming, and linear television. Together, we are building a sustainable future for local news.
Premion is seeking an experienced and strategic Director of Application Support and Data to lead our global application support organization. This critical role is responsible for ensuring the highest level of support for our proprietary applications, integrations, and the clients who rely on them. The ideal candidate will be a hands-on leader, passionate about building and mentoring high-performing teams, optimizing support processes, and leveraging data to drive decision-making and improve the client experience. You will be responsible not only for the reactive support function but also for creating a proactive, data-driven ecosystem that anticipates client needs and provides valuable insights back to the business.

REQUIREMENTS:

• Experience: 5 - 7 years of proven experience leading and managing a technical or application support organization, preferably in a global context.

• Industry Knowledge: Experience in the AdTech, SaaS, or digital media industries is strongly preferred. Familiarity with the CTV/OTT landscape is a significant plus.

• Technical Acumen: Strong understanding of application support principles, ticketing systems (e.g., JIRA, Zendesk), and CRM software. Experience with data analysis, SQL, and reporting tools (e.g., Tableau, Power BI) is highly desirable.
• Leadership Skills: Demonstrated ability to lead, mentor, and motivate a support team. Proven experience in hiring, developing talent, and managing performance.
• Data-Driven Mindset: A strong analytical background with the ability to use data to inform strategy, drive operational improvements, and tell a compelling story.
• Communication: Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
• Problem-Solving: A natural problem-solver with a persistent and methodical approach to troubleshooting and root cause analysis.
• Education: Bachelor’s degree in Computer Science, Information Technology, Business, or a related field, or equivalent practical experience.

• Team Leadership & Development: Lead, mentor, and scale a global application support team. Foster a culture of excellence, accountability, and continuous improvement. Manage resource allocation and ensure the team is structured for optimal readiness and responsiveness.
• Strategic Planning: Develop and execute the strategic vision for the Application Support and Data organization. Define and manage service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to measure and enhance team performance and client satisfaction.
• Process Optimization: Refine and standardize support workflows, from ticket intake and prioritization to resolution and escalation. Implement best practices and tools (e.g., JIRA Service Desk, Zendesk) to improve efficiency and communication.
• Data Management & Analytics: Oversee the collection, analysis, and reporting of support-related data. Identify trends, root causes of common issues, and client pain points. Translate this data into actionable insights for the Product and Engineering teams to drive application improvements and reduce future ticket volume.
• Cross-Functional Collaboration: Serve as a key liaison between clients and internal teams, including Engineering, Product Management, and Sales. Ensure effective communication and act as an advocate for the client to ensure their needs are understood and addressed.
• Client Experience: Champion a client-centric approach across the support organization. Develop strategies to proactively support clients, enhance self-service resources (like knowledge bases), and ensure a consistently positive support experience.
• Escalation Management: Act as the primary point of escalation for high-priority client issues, providing timely resolution and clear communication to all stakeholders.