Head of Product Operations and Support
Core
Build and lead a new global Product Operations & Support function to ensure operational success and reliability of critical business products, primarily a strategic financial platform.
Role type
Senior IC Head of Product Operations & Support
Builds
Global support operating model, governance, reporting infrastructure, and scalable support organization for business-critical platforms.
Domain
Entertainment & Sports Agency / Enterprise Software / Financial Platforms
Required skills
Global team leadership, strategy in ambiguous environments, vendor/partner management, incident management, SLA definition, ticketing systems, data-driven decision making, cross-functional partnership, process optimization, stakeholder management.
Preferred skills
Experience scaling support organizations from ground up, enterprise software support, follow-the-sun models, AI-powered support tools, workflow automation.
Technologies
Jira, ServiceNow, Zendesk, Salesforce, Workday, AI-powered support tools, analytics platforms.
Responsibilities
Build and lead the Global Product Operations & Support function; Establish scalable Level 1 and Level 2 support operations; Define severity frameworks, prioritization models, and SLAs; Partner with Product teams to translate user feedback into roadmap initiatives; Lead third-party support providers globally; Optimize end-to-end ticket management processes; Develop dashboards and reporting frameworks for support effectiveness.
Seniority
Senior, hands-on IC
