Head Of Product Operations And Support

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.