Position Summary
The Regional Support Operations Manager is accountable for platform performance and customer support operations across a designated region, while maintaining a global mindset and alignment with enterprise-wide standards. This role oversees the regional Elite partner program, ensures high-touch, proactive service for strategic customers, and drives operational excellence. The position also owns platform strategy and execution across multiple platforms (X4A, X4C, XI, X4V), serving as a critical bridge between regional execution, global strategy, Product, and Engineering teams.
Key Responsibilities
Platform Strategy & Innovation
* Own platform strategy and execution across X4A, X4C, XI, and X4V within the region, ensuring alignment with regional needs and global standards.
* Partner closely with Product and Engineering to drive platform improvements, resolve systemic issues, and enhance usability and performance within and across the regions.
* Develop and communicate platform strategy recommendations, ensuring alignment with long-term business goals.
* Lead the development and deployment of self-service capabilities and AI agents to improve efficiency and reduce support volume.
* Continuously evaluate and improve platform KPIs, including performance, adoption, and customer satisfaction taking strategic action to drive improvements and make recommendations to drive sustainable change.
Operational Leadership
* Own global support KPIs including ticket resolution, CSAT, and SLO adherence.
* Oversee day-to-day support operations, consulting on backlog management and global workflows.
* Drive continuous improvement initiatives across platforms, processes, and support delivery. Partnering with Product and Engineering to address platform health, performance, stability and usability concerns.
Team Leadership & Management
* Build a high-performing, empathetic support culture focused on accountability and customer advocacy.
* Provide coaching, career development, and performance management for regional support and TAM staff.
* Develop strategic and operational goals for in-country teams and Unified Support.
* Analyze support trends and TAM feedback to identify systemic issues and drive product or process improvements.
Elite Customer Handling
* Lead and mentor the regional TAM support team, ensuring strategic accounts receive proactive, personalized support.
* Develop account coverage models, escalation protocols, and success plans tailored to high-value customers.
* Collaborate with Sales and Customer Success to align TAM efforts with broader customer engagement strategies.
* Analyze customer feedback, usage patterns, and pain points to influence product roadmap decisions.
Service Delivery & Reporting
* Create regular executive reports on system health, data, and issue trends.
* Present Monthly and Quarterly Business Reviews to country executives.
* Translate organizational goals into actionable department-level initiatives.
Process Optimization & Continuous Improvement
* Introduce automation tools to drive reduction of ticket volumes, resolve root causes, reduce cost to serve, optimization initiatives, streamlined processes, skill development, and innovation.
* Manage self service success, automation, and preparedness for new platform features / releases.
* Scope, analyze, and complete cross functional projects and processes that will improve the associate and customer experience and key performance metrics
Stakeholder Management
* Serve as the liaison between technical teams and business stakeholders acting as the voice of platform pain points and influencing cross functional roadmaps
* Represent the department in senior leadership discussions and planning sessions.
* Review and make recommendations on regional segmentation to optimize support delivery.
* Prioritize enhancements and fixes based on business impact
* Support IT audits, security compliance, and data governance.
Qualifications
Required:
* Bachelor’s degree in Computer Science, Information Systems, or related field.
* 3+ years in a global senior leadership role.
* Proven experience managing cross-functional technical teams, vendor partners, and enterprise application support.
* Experience with service desk platforms (e.g., Zendesk, ServiceNow, Jira Service Management).
* Strong understanding of platform strategy, AI-driven support models, and self-service technologies.
* Excellent communication, analytical, and stakeholder management skills.
* Excellent presentation skills.