Senior Manager - Service & Operations (4030)
About the role
The Senior Manager - Customer Service & Operations (Americas) role sits within the global Service & Operations function at GBG, supporting customers across the Americas region. This role is responsible for leading Customer support and Customer operations, ensuring delivery of high-quality customer service and operational fulfilment, driving performance against agreed service metrics, and coordinating regional responses to customer impacting incidents.
Responsibilities
- 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, & 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 & enhance scalability through automation and continuous improvement initiatives
- Maintain and 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
Requirements
Proven experience leading customer support, service operations or customer operations teams within 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
Organisational, planning, and problem solving skills, with the ability to manage competing priorities in a fast paced environment
Excellent verbal and written communication skills
Qualifications
Not specified
Skills
- Proven experience leading customer support, service operations or customer operations teams within 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
- Organisational, planning, and problem solving skills, with the ability to manage competing priorities in a fast paced environment
- Excellent verbal and written communication skills
Behaviors
- 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
Benefits
Not specified
Pay
Not specified
Schedule
Not specified