Gray Global Placements

Head of Product Operations and Support

A leading global provider of new generation IT solutions to the global Travel, Transportation and Logistics industries is looking for a Head of Product Operations and Support. The role reports to the Chief Customer Officer.

The Head of Product Operations and Support is a key leadership role responsible for establishing, managing, and scaling high-performing global support and operations functions. The role entails defining operational strategies, fostering service delivery excellence, driving support automation and ensuring a superior customer experience across all products and services that support mission-critical business operations in the aviation, cruise and hospitality industries worldwide.

While the IT Operations team under the CTO manages 24×7 cloud infrastructure operations, this is a complimentary role focused on application-related support. Currently, Product Operations and Support functions operate within individual product lines. This role is part of an effort to consolidate these into a centralized function. The consolidated team will be responsible for all application-layer support activities, including platform-related issues, production incident management, performance monitoring, L2/L3 issue resolution and end-user ticket handling.

Key Responsibilities:

Support Strategy and Operations Setup

– Design the global support operations framework, covering incident management, service request handling, L2/L3 models and escalation handling.

– Establish and manage a 24×7 global support structure including regional support teams, tools, processes and SLAs.

– Define operating models for product support, including interfaces with Cloud Operations, Product, Engineering, Delivery and Customer Success teams.

– Drive operational efficiency in all dimensions – consolidation of activities, usage of tools, new models based on AI.

People and Process Leadership

– Build and lead a high-performing team of support managers, operations analysts and technical specialists.

– Define and institutionalize SOPs, playbooks, onboarding frameworks, shift models and knowledge management systems.

– Drive operational excellence using ITIL or equivalent service management frameworks.

Customer Experience and Escalation Management

– Ensure responsive and technically sound support experience for all customer segments.

– Serve as a senior escalation point for critical issues impacting customer business, both internally and externally.

– Work closely with Customer Success to track and improve CSAT, NPS and incident resolution metrics.

Tools, Automation & Data

– Lead evaluation and implementation of support platforms (e.g., ServiceNow, Jira Service Desk).

– Implement monitoring, alerting and proactive issue detection systems to reduce reactive support.

– Drive automation of repeatable processes to reduce MTTR (mean time to resolution) and increase efficiency.

Governance, Reporting & Stakeholder Communication

– Develop governance frameworks including service performance reviews, RCA tracking and compliance reporting.

– Own operational dashboards, SLA/KPI reporting and executive-level updates.

– Work cross-functionally with Cloud Operations, Product, Engineering, and Delivery to ensure timely feedback loops and resolution.

Continuous Improvement and Innovation

– Identify operational gaps and drive continuous improvement programs.

– Introduce the best practices from SaaS/enterprise product support and global operations.

– Stay current with industry trends in support automation, self-service and AI-driven support models.

Mandatory Requirements:

– 15+ years of experience in leading support/operations roles in enterprise SaaS or technology environments.

– Familiarity with cloud-based environments (AWS) and observability platforms.

– Background in managing support across hybrid or multi-tenant platforms.

– Proven experience in building and scaling global support teams and operational processes.

– Expertise in support tooling, incident/problem/change management and SLA/KPI frameworks.

– Strong customer focus with a deep understanding of service delivery in a mission-critical business context.

– Operational efficiency improvement through usage of tools including AI driven models

– Exceptional leadership, communication and stakeholder management skills.

Desirable Skills:

– Exposure to the aviation, logistics or travel technology sectors.

– Certifications in ITIL, PMP, or equivalent service and project management methodologies.

– Experience in DevOps/SRE environments with close coordination with engineering and QA.

Practicalities:

– Flexible Location.

– Competitive Package.

– International travel required.