Product Leadership Expert

7 days ago


bharatpur, India beBeeDirector Full time

Senior Director Product SupportThis role is a leadership opportunity to drive outcomes and transform the Production Support team into a best-in-class organization.Elevate customer satisfaction and SLA achievement through strategic leadership and process optimization.Set the vision for advanced people, process, and technology capabilities in support and incident management.Key ResponsibilitiesHands-on StrategyDefine and execute a proactive vision for an innovative PS organization.Lead high-impact initiatives for support process automation, SLA management, and proactive system monitoring.Cross-Functional EngagementAct as the escalation point and advocate for PS in cross-functional operating rhythms.Establish strong routines for impact analysis, root cause discovery, and corrective action.Operational ExcellenceChampion best practices for ticket hygiene, incident documentation, and knowledge management.Continuously refine alert and monitoring systems to minimize false positives.Define and track KPIs for resolution times, SLA attainment, and stakeholder satisfaction.Team Development & CultureRecruit, mentor, and develop PS team members into operational experts and trusted partners.Foster a culture of accountability, empathy, and growth.Executive CommunicationRepresent PS in customer escalations, executive forums, and process improvement task forces.Prepare and present post-incident reviews and operational impact assessments.



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