Manager, Global Support Operations

Position Summary

The Manager Global Support Operations is a strategic leadership role responsible for driving operational excellence scalability and data-driven decision-making including the application of AI and automation to transform how Global Support operates and scales. This role leads a team of Business & Data Analysts and Project Managers ensuring the successful delivery of high-impact initiatives that improve processes enhance efficiency and elevate the overall support experience.

You will act as a critical connector between strategy and execution translating business priorities into structured programs actionable insights and measurable outcomes. This role is accountable for building the operational backbone of Global Support through strong project governance advanced analytics and continuous improvement initiatives.

This position is ideal for a highly strategic data-driven leader who thrives in ambiguity leads through influence and consistently identifies opportunities to simplify scale and elevate operations.

Key Requirements & Responsibilities 

1. Strategic Operations & Execution

• Own and lead the Global Support Operations function aligning projects analytics and process improvements 

• Drive cross-functional initiatives that improve efficiency scalability and customer and supplier experience

• Establish a structured operating model for prioritization execution and measurement of key initiatives

• Optimize AI-driven opportunities by working with a process experts to workflow automation provide predictive insights create intelligent routing to improve scalability and decision velocity

2. Leadership & Team Development

• Lead mentor and develop a high-performing team of Data Analysts Business Analysts and Project Managers
   

• Foster a culture of accountability innovation and continuous improvement aligned with the #Elevate mindset

• Provide clear direction coaching and career development to build strong future leaders

• Set and manage clear goals performance expectations and success metrics

• Build team capability in leveraging AI tools and approaches fostering a culture of experimentation responsible use and continuous learning

3. Data Insights & Decision Support

• Oversee the development of dashboards for customers & suppliers reporting frameworks and data models to drive visibility into performance and risks

• Ensure delivery of actionable and predictive insights leveraging advanced analytics and AI to anticipate trends risks and support demand

• Partner with leadership to define KPIs success metrics and measurement frameworks

• Enable a data-driven culture through self-service reporting and reduced manual analysis

4. Program Delivery & Operational Excellence

• Oversee execution of complex cross-functional initiatives within global support with clear governance timelines and measurable impact

• Establish best practices for project tracking reporting and documentation consistency

• Identify and lead process improvements that reduce friction and increase scalability

• Leverage AI and automation to improve speed quality and operational efficiency across Global Services

Qualifications :

• Strong leadership experience managing cross-functional teams (analytics operations project management).

• Exceptional strategic thinking and problem-solving skills with the ability to translate ambiguity into structured execution.

• Proven ability to lead large-scale operational or transformation initiatives in a SaaS or support environment.

• Strong analytical mindset with experience leveraging data to influence decisions and drive outcomes.

• Excellent stakeholder management and communication skills with the ability to influence at all levels.

• Deep understanding of process improvement operational scaling and efficiency optimization.

• You are proficient in creating dashboards and reports using business intelligence tools and comfortable navigating data systems independently to build insights without relying on developers.

• You are comfortable being creative with AI-powered tools (e.g. ChatGPT Copilot Gemini AI-based analytics platforms) to accelerate analysis documentation and solution design.

• You thrive in a fast-paced ever-changing environment; you are highly adaptable flexible and deal well with ambiguity.

• You can write or read basic scripts (e.g. SQL Python or Google Apps Script) to support a team that is using data analysis automation or systems integration.

Preferred Qualifications:

• 710 years of experience in operations business analysis or program/project management in a SaaS or technology environment.

• 3 years of leadership experience managing high-performing teams.

• Bachelors degree in Business Analytics Information Systems or a related field.

• Experience supporting Customer Success Support or Global Operations teams.

• Proven track record of driving measurable improvements in efficiency performance and customer experience.

• Working knowledge of SQL Python or other scripting languages is a plus

Additional Information :

Life at Assent

Wellness: We believe that you and your familys well being is important. As a result we offer vacation time that increases with tenure comprehensive benefits packages (details vary by country) life leave days and more.

Financial Benefits: Its not all about the money well its a little about the money. We understand that financial health is important and we offer a competitive base salary a corporate bonus program retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent we are committed to growing and sustaining an environment where our team members feel included valued and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences and fostering a culture of belonging where all team members are included treated with dignity and respect promoted on their merits and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process please contact and we will be happy to help.  

We use AI to support parts of our recruitment process such as note-taking and initial shortlisting based on job-related qualifications. AI does not make hiring decisions. All candidates will speak with a real person and final decisions are always made by our recruitment team.

Remote Work :

No

Employment Type :

Full-time