Regional Head of Product Support
Core
Executive leadership for Product Support across the LATAM region, driving service excellence, operational maturity, and strategic evolution for enterprise software portfolios.
Role type
Senior IC regional head of product support (healthcare/enterprise software)
Builds
Regional Product Support organization, service delivery operating model, and customer partnership outcomes
Domain
Healthcare + Enterprise Software Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic leadership, workforce planning, service governance, incident management, change governance, stakeholder management, operational analytics, modernization strategy, consultative problem solving
Preferred skills
ITIL framework expertise, automation implementation, data-driven decision making, leadership development
Technologies
ITIL, automation tools, operational analytics platforms
Responsibilities
Lead regional Product Support organization and represent the function at executive customer forums and governance meetings. Champion a customer-first culture to strengthen satisfaction and long-term partnerships. Shape regional strategy and influence resource planning and operational decisions. Drive service delivery operating model across incidents, service requests, and upgrades. Establish service governance frameworks, KPIs, and performance metrics. Provide executive oversight for major incident management and release readiness. Lead modernization of the support operating model with best practices and automation. Develop future regional support leaders and embed a culture of ownership and innovation.
Seniority
Senior, hands-on IC with executive leadership scope
