Regional Support Operations Manager
1 day ago
Milton Keynes
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 customer feedback, 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 tools to drive reduction of ticket volumes, resolve root causes, reduce cost to serve, optimization initiatives, streamlined processes, skill development, and innovation., • Manage self service success, automation, and preparedness for new platform features / releases., • Scope, analyze, and complete cross 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 stakeholders acting as the voice of platform pain 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: • Bachelor’s 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.