Regional Support Operations Manager

Regional Support Operations Manager page is loaded## Regional Support Operations Manager remote type:
Hybrid locations:
Milton Keynes, United Kingdom:
Spain, Barcelona:
Barcelona, Spaintime type:
Full time posted on:
Posted Todayjob requisition :
R-112867
** It's fun to work in a company where people truly BELIEVE in what they're doing!
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* Job Description:

** 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…