Senior Manager - Service & Operations (4030)

Senior Manager - Customer Service & Operations (AMERICAS) The role is responsible for leading customer support and customer operations across the Americas region and is accountable for delivering operational excellence, ensuring customers receive timely support and fulfilment services, driving performance against agreed service metrics, and coordinating regional responses to customer impacting incidents. The position will lead regional teams and 3rd‑party support partners while working closely with the Global Service Management function to support effective incident management and service delivery. What You Will Do Lead the Americas customer support and customer operations teams, ensuring delivery of high‑quality customer service and operational fulfilment. Manage regional support operations, including oversight of 3rd‑party support providers, ensuring customer requests and incidents are handled efficiently and within agreed service levels. Drive performance against key operational metrics – CSAT, response & resolution times, fulfilment performance, and operational efficiency measures. Coordinate regional responses to customer impacting incidents, working closely with Product, Engineering, PS and global service management team. Ensure customers receive timely and effective communication during service disruptions and operational issues. Build strong working relationships with Product, Engineering, Customer Success, Sales and other key stakeholders to support customer outcomes. Identify opportunities to improve operational processes, efficiency, and enhance scalability through automation and continuous improvement initiatives. Monitor operational performance, identify trends and risks, and provide regular reporting and updates to regional global leadership. Develop team capability, foster a customer‑focused culture, and support employee engagement and performance. Contribute to the implementation of global Service & Operations initiatives, standards, and best practices. Skills Proven experience leading customer support, service operations or customer operations teams within a technology or SaaS environment. Experience managing operational performance through the use of metrics, reporting and continuous improvement initiatives. Strong stakeholder management skills, with the ability to collaborate effectively across technical and commercial functions. Experience working with outsourced or 3rd‑party support delivery models. Strong organisational, planning and problem‑solving skills, with the ability to manage competing priorities in a fast‑paced environment. Excellent verbal and written communication skills. Behaviours Customer focused: Demonstrates a strong commitment to delivering positive customer outcomes and experiences. Ownership & accountability: Takes responsibility for operational performance, service delivery, and business outcomes. Collaboration & influence: Builds strong relationships and works effectively across teams, functions and regions. Continuous improvement mindset: Actively seeks opportunities to improve processes, efficiency and scalability. Data driven: Uses operational insights and performance data to inform decisions and drive improvement. Pace: comfortable operating in a dynamic, fast‑moving environment whilst maintaining quality and attention to detail. Willing to work flexible hours to communicate with teams globally. Equal Opportunity Employer Statement As an equal‑opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process. #J-18808-Ljbffr GBG Plc