Head Of Product Operations And Support

TL;DR

Head of Product Operations and Support: Building and leading a new global function responsible for the operational success and support of critical business products with an accent on financial platform reliability and user experience. Focus on establishing support operating models, governance, and cross-functional partnerships to enable product innovation and roadmap execution.

Location: Hybrid, based in Nashville, TN

Salary: $178,000–$210,000

Company

hirify.global (CAA) is a leading global entertainment and sports agency known for its culture of collaboration and innovation across media, finance, and technology.

What you will do

• Build and lead the global Product Operations & Support function, defining the vision, operating model, and long-term roadmap.
• Establish scalable Level 1 and Level 2 support operations, including incident response, SLAs, and escalation frameworks.
• Partner with Product and Engineering teams to reduce operational burden and drive continuous improvement based on user feedback.
• Lead a global team of internal staff, contractors, and third-party service providers across multiple time zones.
• Develop dashboards and reporting frameworks to provide visibility into support effectiveness, product quality, and user satisfaction.
• Ensure support readiness for new product launches through documentation, training, and monitoring procedures.

Requirements

• 10+ years of leadership experience in Product Operations, Support, Service Delivery, or related technical functions.
• Proven track record of building and scaling operational functions from the ground up in enterprise environments.
• Strong understanding of software development lifecycles, incident management, and operational readiness.
• Experience managing global, distributed teams and third-party service providers.
• Proficiency with workflow and support management platforms such as Jira, ServiceNow, Zendesk, or Salesforce.
• Exceptional communication and stakeholder management skills with the ability to influence in ambiguous environments.

Culture & Benefits

• Opportunity to define and build a new global capability within a leading entertainment and sports agency.
• Highly visible role with significant impact on business-critical platforms and user experience.
• Comprehensive benefits package and discretionary bonus eligibility.
• Collaborative, customer-focused culture centered on operational excellence and continuous improvement.