
Head of Product Operations
3 days ago
Head of Product Operations & SupportLocation: Bengaluru , Chennai , Kochi , Trivandrum
Type: Permanent
Reports To: Chief Customer Officer
Start Date: Immediate (EARLY JOINERS WHO CAN JOIN IN 30 DAYS)
CANDIDATES WHO HAVE EXPERIENCE IN PRODUCT COMPANY. (PERSON WHO HAVE RICH EXPERIENCE IN APPLICATION SUPPORT/OPERATIONS)
THIS IS A DEPARMENT HEAD ROLE
Role Overview
We are looking for a seasoned leader to head our Product Operations and Support function. This role will shape, streamline, and scale a global support organization dedicated to enterprise SaaS products serving industries such as aviation, hospitality, tours, and cruises.
The position is focused on application-level support—including incident management, performance monitoring, and L2/L3 resolution—consolidating existing product-level teams into a centralized, world-class operation. This role complements but is distinct from infrastructure operations, which remain under the IT Operations team.
What You'll DoOperational Strategy & Setup
- Define the operating framework for global product support, covering incident handling, escalations, and service requests.
- Build a 24x7 global support model with the right team structures, processes, and SLAs.
- Create seamless collaboration models with Engineering, Cloud Ops, Product, Delivery, and Customer Success.
- Optimize operations by leveraging automation, AI, and modern support tools.
T
eam & Process Leadership
- Recruit, mentor, and inspire a high-performing global support team.
- Standardize processes through SOPs, playbooks, shift structures, and knowledge management.
- Embed ITIL or equivalent service management practices to drive consistency and quality.
Customer Experience & Escalation Handling
- Deliver a fast, reliable, and technically strong support experience.
- Act as the ultimate escalation point for mission-critical issues.
- Partner with Customer Success to drive satisfaction metrics (CSAT, NPS) and reduce resolution times.
Tools, Automation & Analytics
- Select and deploy support platforms (e.g., ServiceNow, Jira Service Desk).
- Implement proactive monitoring and alerting systems to minimize downtime.
- Automate repetitive tasks to improve efficiency and MTTR.
Governance & Reporting
- Establish governance for service reviews, RCA follow-ups, and compliance reporting.
- Deliver clear, data-driven dashboards and executive updates.
- Ensure strong stakeholder engagement across business and technology teams.
Innovation & Improvement
- Identify gaps and launch continuous improvement initiatives.
- Bring in best practices from global SaaS operations.
Lead adoption of next-gen support models such as AI-driven self-service and predictive support.
What You Bring17+ years of leadership in SaaS or technology operations/support.
- Experience in cloud (AWS) and observability solutions.
- Proven success in scaling global teams and building operational frameworks.
- Strong command of incident/problem/change management and SLA reporting.
- Demonstrated ability to improve efficiency using automation and AI.
Excellent communication, leadership, and stakeholder management skills.
Nice to Have
Knowledge of aviation, logistics, or travel technology sectors.- ITIL, PMP, or similar service/project management certifications.
- Exposure to DevOps/SRE models with close engineering collaboration.
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