Head of Product Operations and Support

Responsibilities

• Build and lead CAA’s Global Product Operations & Support function, establishing the vision, operating model, governance, and long-term roadmap.
• Create a scalable support organization that can evolve from a single strategic platform to a broader portfolio of business-critical products.
• Establish the processes, standards, and decision-making frameworks needed to support a global user base and a growing product ecosystem.
• Partner with executive stakeholders to define success metrics, operating priorities, and the long-term strategy for the function.
• Lead a high-performing global team across internal staff, contractors, and third-party.
• Foster a culture of accountability, operational excellence, customer focus, and continuous improvement.
• Build and lead the front-line product support function, serving as the primary operational interface for users of CAA’s business-critical platforms.
• Establish scalable Level 1 and Level 2 support operations, including ticket intake, triage, issue routing, escalation management, incident response, and resolution workflows.
• Define severity frameworks, prioritization models, SLAs, and escalation paths to ensure business-critical issues are addressed quickly and effectively.
• Optimize end-to-end ticket management processes to improve support efficiency, streamline workflows, and create a seamless user experience.
• Lead third-party support providers, globally distributed across regions and time zones.
• Ensure users receive timely communication, visibility into issue status, and confidence that requests are being addressed effectively.
• Foster a collaborative, customer-focused culture centered on ownership, responsiveness, and continuous learning.
• Ensure support teams are equipped with the training, documentation, knowledge resources, monitoring tools, and escalation procedures needed to support new product capabilities.
• Establish clear processes for routing and managing incidents, bugs, enhancement requests, training needs, and user experience issues.
• Partner with Product teams to reduce operational burden through clear ownership models and scalable support processes.
• Partner with Product leadership to develop dashboards and reporting frameworks that provide visibility into support effectiveness, product quality, and user experience and satisfaction.
• Partner with Product, Engineering, and Support teams to identify root causes of recurring issues and drive continuous improvement initiatives that improve platform stability and reduce operational friction.
• Partner with Product Management to translate user feedback, enhancement requests, and operational insights into prioritized product improvements and roadmap initiatives.
• Establish support readiness and post-launch monitoring processes to ensure new functionality is supported effectively from day one.

Qualifications

• 10+ years of leadership experience in Product Operations, Product Support, Customer Success, Service Delivery, Technical Operations, Program Management, Business Operations, Enterprise Applications, or related functions.
• Proven experience building and scaling operational functions from the ground up, including support organizations, service delivery teams, or product operations capabilities.
• Experience leading product, technical, or customer support functions for enterprise software or other business-critical platforms, with a strong understanding of software development lifecycles, release management, incident management, and operational readiness.
• Demonstrated success leading complex cross-functional initiatives across Product, Engineering, Technology, and Business teams, including managing global teams, distributed workforces, and third-party service providers.
• Experience implementing and optimizing ticketing systems, support workflows, dashboards, reporting frameworks, and KPI programs, with a proven ability to use data and operational insights to drive decisions and improve user experience.
• Experience building Product Operations or support organizations within technology, media, entertainment, marketplace, or platform-based companies, including global or follow-the-sun support models.
• Experience with Jira, ServiceNow, Zendesk, Salesforce, Workday, or similar workflow and support management platforms, as well as AI-powered support tools, workflow automation, and analytics platforms.
• Experience translating customer or user feedback into product strategy, roadmap prioritization, and measurable product improvements.