Job Summary
We are seeking a
transformative leader
to reimagine and optimize our Global TechOps and Support organization, driving high performance teams, breaking silos, and optimizing costs through strategic budget management.
The Transformation and Optimization Lead will develop and implement transformation plans, ensuring alignment with department objectives and strategic priorities. This role will focus on eliminating fragmentation, cultivating high performance teams, building AI-driven strategies, managing strategic initiatives focused on identifying and implementing new value streams and cost savings opportunities. The ideal candidate is a strategic thinker, has futuristic mindset understanding the business evolution and capable of designing future-state models, ability to solve complex problems, has a proven track record of transforming global teams, making tough decisions, and driving measurable business value. The successful candidate will demonstrate the ability to make independent decision and lead change initiatives that align with long-term business strategy and customer-centric outcomes.
Key Responsibilities
Strategic Transformation and Initiative ManagementDesign and implement a comprehensive transformation strategy for a unified global operating model assessing the current state and defining future state across global locationsDevelop a roadmap for optimizing processes, leveraging AI and Data-driven insights to enhance efficiency and customer satisfactionIdentification of industry trends and developments, and collaboration with key department leaders and stakeholders to provide recommendations for change and improvementParticipation in projects and initiatives to improve performance, efficiency and effectivenessLead and facilitate change management efforts by ensuring all stakeholders are engaged, informed and supported through the transformation processEvaluate, recommend, and implement technology solutions to support transformation initiatives, including tools and systemsFoster a culture of continuous improvement by encouraging feedback, identifying opportunities for optimization and implementing changes accordinglyHigh Performance team buildingCultivate and lead high-performing, cross-functional teams focused on innovation, problem-solving, and value-creationMake tough decisions that drives strategic goals and operational excellenceFoster a culture of accountability, collaboration, and strategic thinking across the organizationAI and Data-Driven StrategiesIdentify and evaluate available AI capabilities and develop strategic plans to integrate these technologies into current business processesBuild and execute smart AI strategies to enhance support delivery, including predictive analytics, automation, and personalized customer solutionsLeverage data-driven insights to identify customer pain points, optimize workflows, and create scalable solutionsDevelop expertise within the team to solve complex customer challenges and translate solutions to value-generating outcomesCross-Functional Collaboration and InnovationCollaborate with product, engineering and sales teams to identify innovative solutions for solving customer problems and develop problem-solving frameworksLeverage the partnership to influence key decisions and drive successful execution of strategic initiativesCreate solutions based on analytical thinking comparing and selecting alternatives. In-depth analysis with interpretative thinking to define problems and develop innovative solutionsCost Optimization and Budget ManagementExtend collaboration with senior management teams in developing and implementing cost measurement techniques for cost to serve, cost per resolution, cloud run cost, resource cost and AI related cost and any additional relevant cost drivers such as licensing, vendor contract and operational overheadEstablish KPIs and dashboards to monitor cost metrics enabling data-driven decision making through trend analysisPerformance Management and MBOsDefine and implement measurable Management by Objectives to align teams with strategic goals, priorities and expected outcomesEstablish KPIs to track transform progress, team performance, cost efficiency, and customer satisfactionContinuously assess and optimize team structure, processes, and tools to ensure agility and scalabilityStakeholder Engagement and Executive PresentationsPartner with senior leadership to align support transformation and strategic initiatives with company level strategy and customer success goals and criteriaCollaborate with global teams to ensure consistent adoption of transformation and cost optimization initiativesAct as a change agent, communicating vision and driving buy-in across all levels of the organizationDevelop presentations to share strategies and recommendations to department senior leadership teams focused on driving actions and outcomes
Qualifications
Bachelor’s degree in Business Administration, Management, or a related field (Master’s degree preferred)10+ years of progressive experience in support, technology operations or transformation roles in a large global organization preferably with B2B platform knowledge and experienceProven experience in leading global transformation, strategy execution, change management and process improvement, with preferably at least 3 years in a managerial or a strategic consultant roleProject Management or Change Management certification preferred
Skills & Competencies
Strong project management skills, including the ability to lead cross-functional teams and manage multiple projects simultaneouslyExcellent analytical and problem-solving abilities, with a data-driven approach to decision makingStrategic thinker with the ability to balance vision with executionGood understanding of AI, automation, data platforms in the context of technical support and platform engineeringExperience in setting and managing performance-based goals and team restructuringExceptional communication and interpersonal skills with the ability to influence and collaborate at all organization levelsStrong leadership qualities and the ability to inspire and motivate teams during periods of changeResults-driven, with the ability to make transformational decisions and lead through complexity and ambiguityExperience in transforming siloed or fragmented support ecosystem into unified domain-focused modelsAbility to build high performing global teams and do not hesitate to make tough decisionsPassion for solving customer challenges through technology, data and process innovation
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