Manager, Global Support Operations

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.

• 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 process experts on workflow automation, providing predictive insights, and creating intelligent routing to improve scalability and decision velocity.
• 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.

• 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.

• 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.
• Proficient in creating dashboards and reports using business intelligence tools and comfortable navigating data systems independently to build insights without relying on developers.
• Comfortable being creative with AI‑powered tools (e.g., ChatGPT, Copilot, Gemini AI‑based analytics platforms) to accelerate analysis, documentation, and solution design.
• Thrives in a fast‑paced, ever‑changing environment; highly adaptable, flexible and deals well with…