Head Operations

Position -Operations Head -Customer Support & Client Success

Role Summary -The Operations Head will be responsible for leading the global customer support operations, ensuring exceptional client experience, operational excellence, and business growth. This role oversees support delivery, client relationships, account management, resource utilization, financial governance, and continuous service improvement while managing a high-performing team supporting customers across multiple geographies.

Key Responsibilities

1. Operations Leadership

• Lead and mentor a team of 20+ customer support professionals, including a 24x7 support function.

• Ensure high-quality support delivery in accordance with defined SLAs and KPIs.

• Drive operational efficiency through standardized processes and best practices.

• Build a culture of accountability, ownership, and customer-centricity. 2. Client Satisfaction & Success

• Serve as the primary operational leader for strategic customer relationships.

• Monitor customer health and satisfaction through regular reviews and feedback.

• Ensure timely resolution of issues while consistently exceeding client expectations.

• Drive initiatives that improve customer retention and long-term success.

3. Account Management & Business Growth

• Partner with Sales and Customer Success teams to identify opportunities for account expansion.
• Support renewals, upselling, and cross-selling initiatives through strong client engagement.
• Conduct regular business reviews with key customers.
• Build trusted advisor relationships with client stakeholders.

4. Resource & Ticket Management

• Optimize resource allocation to ensure efficient ticket handling and workload distribution.
• Monitor ticket queues, aging, backlog, productivity, and SLA compliance.
• Improve team utilization through workforce planning and capacity management.
• Drive automation and process improvements to enhance operational efficiency.

5. Billing & Commercial Governance

• Ensure timely client approvals for completed work.
• Coordinate with Finance and Account Management teams for accurate and on-time billing.
• Monitor revenue realization and reduce billing delays.
• Maintain commercial compliance across all customer engagements. 6. Escalation Management
• Own critical customer escalations until closure.
• Conduct root cause analysis and implement preventive actions.
• Coordinate cross-functional teams to resolve complex operational issues.
• Maintain transparent communication with customers during major incidents.

7. Continuous Improvement & Innovation

• Proactively identify opportunities to improve customer experience and operational performance.
• Recommend and implement initiatives that increase customer confidence and trust.
• Drive adoption of automation, AI, analytics, and self-service capabilities.
• Establish performance dashboards and metrics for continuous improvement.

Required Qualifications

• Bachelors degree in Engineering, Computer Science, Business, or a related field.

• MBA or equivalent qualification preferred.

Experience

• 12-18 years of experience in IT Services, SaaS, Product Support, or Customer Operations.

• Minimum 5 years in a leadership role managing global support teams. • Experience handling enterprise customers across multiple geographies.

• Strong commercial and account management experience is preferred.