Regional Support Operations Manager

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Job Description:

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 customerfeedback 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 toolsto drivereduction of ticket volumesresolve root causes reducecost to serve optimization initiatives streamlined processes skill development andinnovation.

• Manageself servicesuccess automation andpreparednessfor new platform features / releases.

• Scope analyze and completecross 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 stakeholdersacting as the voice of platformpain 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:

• Bachelors 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.