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
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Product Operations leadership, building support organizations from ground up, incident management, SLA definition, cross-functional partnership, data-driven decision making, vendor management, enterprise software support, workflow automation
Preferred skills
Experience in media/entertainment/marketplace/platform companies, global/follow-the-sun support models, AI-powered support tools
Technologies
Jira, ServiceNow, Zendesk, Salesforce, Workday
Responsibilities
Establish vision, operating model, and long-term roadmap for the global function; Build front-line support with Level 1/2 operations, ticket intake, triage, and escalation management; Partner with Product/Engineering to drive continuous improvement and translate user feedback into roadmap initiatives; Lead global teams and third-party providers to ensure timely issue resolution and user satisfaction.
Seniority
Senior, hands-on IC
