Senior Manager - Service & Operations (4030

About GBG

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

Service & Operations

The role sits within the global Service & Operations function at GBG, supporting customers across the Americas region. The team is responsible for delivering high-quality customer support, operational fulfilment, and service coordination to ensure customers receive a reliable and consistent experience.

The role works closely with Product, Engineering, Customer success, Sales and the Global service management function to support service delivery, customer outcomes and operational performance.

The role is responsible for leading Customer support and Customer operations across the Americas region and accountable for delivering operational excellence, ensuring customers receive timely support and fulfilment services, driving performance against agreed service metrics, and coordinating regional responses to customer impacting incidents,

The role will lead regional teams and 3rd party support partners whilst working closely with the Global service management function to support effective incident management and service delivery

• Lead the Americas Customer support and Customer operations teams, ensuring delivery of high-quality customer service and operational fulfilment.
• Manage regional support operations, including oversight of 3rd party support providers, ensuring customer requests and incidents are handled efficiently and within agreed service levels.
• Drive performance against key operational metrics - CSAT, response & resolution times, fulfilment performance, & operational efficiency measures.
• Coordinate regional responses to customer impacting incidents, working closely with Product, Engineering, PS and global service management team
• Ensure customers receive timely and effective communication during service disruptions and operational issues
• Build strong working relationships with Product, Engineering, Customer success, Sales and other key stakeholders to support customer outcomes
• Identify opportunities to improve operational processes, efficiency & enhance scalability through automation and continuous improvement initiatives.
• Monitor operational performance, identify trends and risks, and provide regular reporting and updates to regional global leadership.
• Develop team capability, foster a customer-focused culture, and support employee engagement and performance
• Contribute to the implementation of global Service & Operations initiatives, standards, and best practices.

Skills

• Proven experience leading customer support, service operations or customer operations teams within technology or SaaS environment.
• Experience managing operational performance through the use of metrics, reporting and continuous improvement initiatives
• Strong stakeholder management skills, with the ability to collaborate effectively across technical and commercial functions.
• Experience working with outsourced or 3rd party support delivery models.
• Strong organisational, planning, and problem solving skills, with the ability to manage competing priorities in a fast paced environment.
• Excellent verbal and written communication skills

Behaviours

• Customer focused:
  Demonstrates a strong commitment to delivering positive customer outcomes and experiences.
• Ownership & accountability:
  Takes responsibility for operational performance, service delivery, and business outcomes
• Collaboration & influence:
  Builds strong relationships and works effectively across teams, functions and regions.
• Continuous improvement…