Lead, Customer Support Transformation

Overview

Customer Support Transformation & Business Management (TBM) Lead is a highly strategic individual contributor role responsible for driving critical transformation initiatives and operational excellence across the global Support organization.

This role operates horizontally across Support, partnering with leaders and teams to solve complex, cross‑functional challenges, scale operations, and drive enterprise‑wide consistency. The TBM Lead acts as both a strategic thought partner and hands‑on executor, helping shape and deliver initiatives that improve customer experience, agent effectiveness, and overall operational performance.

This individual will own key work streams such as Support tooling (e.g., Salesforce) roadmap ownership, business process transformation, and select AI‑enabled initiatives, while also supporting broader change management, communication, and readiness efforts across the organization.

• Lead and execute cross‑functional transformation initiatives impacting multiple Support teams
• Act as a strategic thought partner to leadership on scaling operations, driving efficiency, and improving customer outcomes
• Navigate ambiguity to identify problems, define solutions, and deliver measurable impact
• Own end‑to‑end execution of assigned initiatives—from problem definition through implementation

• Own and execute the Support tools roadmap, with a strong focus on Salesforce and related systems
• Partner with IT, Engineering, and Support stakeholders to prioritize enhancements and drive adoption
• Lead business process improvements tied to tools and workflows
• Support UAT, rollout planning, and post‑launch optimization in collaboration with Change & Readiness teams

• Lead and support large‑scale change initiatives affecting multiple teams across Support
• Drive consistency, scalability, and operational rigor across processes
• Contribute to change management strategies, communications, and readiness plans

• Partner with Metrics & Insights teams to evolve KPIs, reporting, and performance tracking
• Use data‑driven insights (qualitative and quantitative) to inform decision‑making and continuous improvement
• Identify risks proactively and develop mitigation plans

• Contribute to AI‑enabled initiatives and transformation work streams across Support
• Leverage AI tools to enhance problem‑solving, execution, and efficiency (not a purely technical or AI development role)

• Partner across Support, IT, Product, Engineering, Customer Success, and other functions as needed
• Build strong relationships to drive alignment and execution across a complex organization
• Influence stakeholders at all levels, including leadership and frontline teams

• Engage with customers through pilots, focus groups, or targeted initiatives to inform transformation efforts
• Support internal communications that drive alignment and enablement across Support teams
• Participate in customer‑facing forums (e.g., user groups, events) as needed

• Bachelor’s degree in Business, Information Management, or related field (or equivalent experience)
• 5+ years of experience in operations, transformation, support, or related roles in a SaaS or technology environment
• Experience working with cross‑functional stakeholders on complex initiatives
• Experience with CRM tools (e.g., Salesforce) and business process improvement

• Experience with in customer support or customer‑facing operations
• Exposure to AI‑enabled tools or transformation initiatives
• Familiarity with customer experience or service delivery models

• Fast‑paced, high‑visibility environment with evolving priorities
• Hybrid work model preferred (location flexibility may be considered)
• Occasional extended hours may be required during critical initiatives

• Strong strategic thinking combined with operational execution
• Experience with support tools (e.g., Salesforce) and process optimization
• Ab…