Senior Support Operations Manager

Job Description

Are you an operational leader who thrives at the intersection of technology, strategy, and team leadership? We are seeking a Senior Support Operations Manager in Pune to own and elevate the global support engine powering our 24/7 enterprise customers.

In this high-visibility role, you will be the operational and platform owner for our global Support Operations ecosystem. You will lead a talented team of developers and systems administrators, driving automation, workflow optimization, platform architecture, and data-driven insights. Working closely with cross-functional leaders across Engineering, Cloud Operations, Product Management, and Global Support, you will shape a seamless, scalable service delivery infrastructure.

The position will work a regular schedule that regularly aligns with AMS (US) time zones, along with touchpoints across EMEA and APAC teams as required by project milestones.  

Why You’ll Love This Role

• High Impact & Ownership: Drive end-to-end strategy and continuous improvement for enterprise support platforms used globally.

• Leadership & Growth: Mentor and scale a high-performing technical team of platform developers and system admins.

• Innovation & Automation: Lead digital transformation, automation, and AI/ML initiatives in case management, knowledge systems, and customer experience tools.

• Global Collaboration: Work directly with senior enterprise leaders across North America, Europe, and Asia-Pacific.

What You'll Do:

1. Platform Ownership & Technical Leadership

• Strategic Vision: Lead and manage a team of developers and system admins in configuring, enhancing, and scaling Support Delivery platforms (e.g., Salesforce Service Cloud, Zendesk, ServiceNow, telephony, survey, and AI tools).

• System Reliability: Ensure 99.9%+ availability, high performance, and strict data integrity across all global support applications.

• Access & Security: Maintain robust governance, RBAC, change control, and audit compliance across platforms.

2. Workflow Optimization & Automation

• Process Excellence: Champion continuous improvement (Lean/Six Sigma principles) to reduce resolution times, eliminate manual steps, and optimize support workflows.

• Smart Automation: Identify and execute opportunities for workflow automation, AI-assisted routing, self-service knowledge integration, and proactive customer support mechanisms.

3. Strategic Program Delivery & Analytics

• Project Execution: Lead end-to-end execution of platform enhancements, third-party tool integrations, and major platform upgrades with zero disruption to 24/7 business operations.

• Insights & BI: Design, build, and maintain real-time operational dashboards and executive metrics to empower data-driven decisions across support leadership.

4. Cross-Functional Collaboration & Stakeholder Enablement

• Partner seamlessly with Engineering, Product Management, Cloud Operations, and Customer Success to ensure operational readiness for new software releases and feature updates.

• Act as a trusted advisor to internal teams and external vendors, ensuring global adoption of standardized support workflows.

Qualifications

What We Are Looking For

Experience:

• 8–12+ years of progressive experience in Support Operations, Service Delivery Engineering, or Enterprise Platform Management within global product/SaaS organizations.

• 3–5+ years of direct experience managing technical teams (developers, administrators, systems analysts).

• Proven track record of leading large-scale enterprise platform projects (CRM, ITSM, workforce management, telephony, business intelligence).

• Strong experience operating in a global 24/7 environment, with a track record of driving cross-regional alignment.

Technical Skills:

• Hands-on expertise with enterprise support platforms (e.g., Salesforce, ServiceNow, Zendesk, Jira Service Management, Genesys/Five9, Tableau/PowerBI).

• Deep understanding of release management, API integrations, data governance, and change management discipline.

• Strong ability to translate complex operational data into actionable strategic insights.

Core Competencies & Soft Skills:

• People First Leader: Proven ability to coach, mentor, and grow technical talent.

• Analytical Mindset: Structured problem-solver who uses metrics to drive operational shifts.

• Influence & Communication: Excellent English verbal and written communication skills with the ability to build rapport across cultures and executive levels.

Schedule & Working Hours

To support our global 24/7 footprint, this role is based in Pune, India and offers schedule flexibility.

• Global Overlap: Regular, structured overlap with AMS (US) time zones, along with touchpoints across EMEA and APAC teams as required by project milestones.

Additional Information

How We Work

• Pace and Clarity: We're a team of single-threaded owners who make quick, reversible decisions and escalate transparently.

• Outcomes Over Activity: We celebrate shipped value, not just presentations.

• One Team: We partner deeply with our colleagues, making trade-offs explicit and working together to achieve a shared goal.

About QAD:

QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace, achieving measurable productivity, resilience, and growth in just 90 days.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.