Regional Support Operations Manager

Формат работы

onsite

Тип работы

fulltime

Грейд

senior

Английский

Страна

UK, Spain

Вакансия из Hirify Global, списка международных tech-компаний
Для мэтча и отклика нужен Plus

Мэтч & Сопровод

Для мэтча с этой вакансией нужен Plus

Описание вакансии

Текст:

TL;DR

Regional Support Operations Manager: Accountable for platform performance and customer support operations, driving operational excellence and platform strategy. Focus on developing self-service capabilities, improving platform KPIs, and providing proactive service to strategic customers.

Location: Milton Keynes, United Kingdom or Barcelona, Spain

Company

hirify.global is a global technology distributor focused on providing supply chain, cloud, and commerce solutions.

What you will do

Own platform strategy and execution across designated platforms, ensuring alignment with regional needs and global standards.
Partner with Product and Engineering to drive platform improvements and resolve systemic issues.
Lead the development and deployment of self-service capabilities and AI agents.
Oversee global support KPIs, day-to-day support operations, and backlog management.
Lead and mentor the regional TAM support team, ensuring proactive and personalized support for strategic accounts.
Serve as the liaison between technical teams and business stakeholders, influencing cross-functional roadmaps.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or related field.
3+ years in a global senior leadership role.
Proven experience managing cross-functional technical teams and vendor partners.
Experience with service desk platforms (e.g., Zendesk, ServiceNow, Jira Service Management).
Strong understanding of platform strategy, AI-driven support models, and self-service technologies.
Excellent communication, analytical, and stakeholder management skills.

Culture & Benefits

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.
Engage in continuous improvement initiatives across platforms, processes, and support delivery.
Opportunities to analyze support trends and customer feedback to influence product roadmap decisions.

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