Manager, Global Support Operations

Requirements

• 7-10+ 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.
• Bachelor's 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 scr

Benefits

Additional Information

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 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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Assent? Share your experience