[Remote] Senior Director Analyst, Customer Service and Support – AI, Automation, and Analytics - Remote US

Note: The job is a remote job and is open to candidates in USA. Gartner is a leading research and advisory company, and they are seeking a Senior Director Analyst who specializes in AI, automation, and analytics in Customer Service and Support. The role involves advising leaders on leveraging emerging technologies to optimize customer service operations and delivering actionable insights through research and client engagements.


Responsibilities

  • Author high quality, consumable, actionable, “must-have” insightful content based on research best practices and methodologies
  • Deliver high-quality actionable advice to an executive client audience through a variety of media, particularly regular virtual digital engagement
  • Lead research projects requiring the coordination of colleagues and resources
  • Meet with clients and prospects regularly to provide actionable advice aligned to their designated content area via virtual or face-to-face interactions
  • Create and deliver presentation materials for Gartner events, industry and professional association conferences, and client briefings
  • Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community
  • Deliver outstanding commercial team support to retain and grow the Gartner business
  • Build credibility as a domain or industry expert to represent Gartner research, methodology and strategy

Skills

  • Subject matter expertise, with demonstrated knowledge of customer service and support AI use cases and implementation, automating customer service interactions and processes, and applying analytics in customer service
  • Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives
  • 12+ years of relevant function experience
  • Executive presence; can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences
  • Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
  • Experience working with customer service and support technology vendors
  • Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team
  • Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables
  • Demonstrated excellence in research writing ability, and a desire to write for business leader consumption
  • Expertise in managing complex research projects and/or programs

Benefits

  • Generous PTO
  • 401k match up to $7,200 per year
  • The opportunity to purchase company stock at a discount

Company Overview

  • Gartner provides fact-based consulting services, helping clients use and manage IT to enhance business performance. It was founded in 1979, and is headquartered in Stamford, Connecticut, USA, with a workforce of 10001+ employees. Its website is http://www.gartner.com.

  • Company H1B Sponsorship

  • Gartner has a track record of offering H1B sponsorships, with 51 in 2025, 43 in 2024, 60 in 2023, 66 in 2022, 96 in 2021, 71 in 2020. Please note that this does not guarantee sponsorship for this specific role.

  • Back to blog

    Common Interview Questions And Answers

    1. HOW DO YOU PLAN YOUR DAY?

    This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

    2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

    When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

    3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

    Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

    4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

    With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

    5. HOW DO YOU PROCESS INFORMATION?

    Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

    6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

    Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

    7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

    Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

    8. HOW TO PRIORITIZE WORK?

    The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

    9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

    Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

    10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

    This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...