Head of Product Operations and Support
Head of Product Operations and Support
A leading global provider of new generation IT solutions to the global Travel, Transportation and Logistics industries is looking for a Head of Product Operations and Support. The role reports to the Chief Customer Officer.
The Head of Product Operations and Support is a key leadership role responsible for establishing, managing, and scaling high-performing global support and operations functions. The role entails defining operational strategies, fostering service delivery excellence, driving support automation and ensuring a superior customer experience across all products and services that support mission-critical business operations in the aviation, cruise and hospitality industries worldwide.
While the IT Operations team under the CTO manages 24x7 cloud infrastructure operations, this is a complimentary role focused on application-related support. Currently, Product Operations and Support functions operate within individual product lines. This role is part of an effort to consolidate these into a centralized function. The consolidated team will be responsible for all application-layer support activities, including platform-related issues, production incident management, performance monitoring, L2/L3 issue resolution and end-user ticket handling.
Key Responsibilities:
Support Strategy and Operations Setup
- Design the global support operations framework, covering incident management, service request handling, L2/L3 models and escalation handling.
- Establish and manage a 24x7 global support structure including regional support teams, tools, processes and SLAs.
- Define operating models for product support, including interfaces with Cloud Operations, Product, Engineering, Delivery and Customer Success teams.
- Drive operational efficiency in all dimensions - consolidation of activities, usage of tools, new models based on AI.
People and Process Leadership
- Build and lead a high-performing team of support managers, operations analysts and technical specialists.
- Define and institutionalize SOPs, playbooks, onboarding frameworks, shift models and knowledge management systems.
- Drive operational excellence using ITIL or equivalent service management frameworks.
Customer Experience and Escalation Management
- Ensure responsive and technically sound support experience for all customer segments.
- Serve as a senior escalation point for critical issues impacting customer business, both internally and externally.
- Work closely with Customer Success to track and improve CSAT, NPS and incident resolution metrics.
Tools, Automation & Data
- Lead evaluation and implementation of support platforms (e.g., ServiceNow, Jira Service Desk).
- Implement monitoring, alerting and proactive issue detection systems to reduce reactive support.
- Drive automation of repeatable processes to reduce MTTR (mean time to resolution) and increase efficiency.
Governance, Reporting & Stakeholder Communication
- Develop governance frameworks including service performance reviews, RCA tracking and compliance reporting.
- Own operational dashboards, SLA/KPI reporting and executive-level updates.
- Work cross-functionally with Cloud Operations, Product, Engineering, and Delivery to ensure timely feedback loops and resolution.
Continuous Improvement and Innovation
- Identify operational gaps and drive continuous improvement programs.
- Introduce the best practices from SaaS/enterprise product support and global operations.
- Stay current with industry trends in support automation, self-service and AI-driven support models.
Mandatory Requirements:
- 15+ years of experience in leading support/operations roles in enterprise SaaS or technology environments.
- Familiarity with cloud-based environments (AWS) and observability platforms.
- Background in managing support across hybrid or multi-tenant platforms.
- Proven experience in building and scaling global support teams and operational processes.
- Expertise in support tooling, incident/problem/change management and SLA/KPI frameworks.
- Strong customer focus with a deep understanding of service delivery in a mission-critical business context.
- Operational efficiency improvement through usage of tools including AI driven models
- Exceptional leadership, communication and stakeholder management skills.
Desirable Skills:
- Exposure to the aviation, logistics or travel technology sectors.
- Certifications in ITIL, PMP, or equivalent service and project management methodologies.
- Experience in DevOps/SRE environments with close coordination with engineering and QA.
Practicalities:
- Flexible Location.
- Competitive Package.
- International travel required.