Job Description

P-1558

We are looking for a strong Support Operations Leader, who will serve as the operational leader and strategic partner for the Bangalore support team. You will own critical support operations workflows and rhythms, strengthen coverage across priority support motions, and partner closely with cross-functional teams to improve how support operates at scale.

An ideal candidate for this role will be a hands-on operational leader with a strong product operations mindset. The candidate will own core support operations rhythms, including shift scheduling, coverage planning, workflow clarity, and operating cadences, while driving cross-functional alignment across Support, Product, Engineering, and R&D Ops to improve team effectiveness and close operational gaps.

This person should be comfortable organizing ambiguity, bringing structure to fast-moving environments, and translating strategy into clear execution. They will act as the trusted day-to-day partner for the support team, help bridge communication and execution gaps across regions, and drive process maturity that measurably improves support readiness and team effectiveness.

The impact you will have:

• Own support shift scheduling and coverage planning to ensure the Bangalore team has consistent, effective operational support across priority workflows
• Identify, prioritize, and close support coverage gaps across teams, regions, and operating hours, and drive clear action plans with leadership
• Act as the day-to-day operational leader and partner for the Bangalore support team, helping translate team priorities into execution
• Establish, scale, and continuously improve core support processes, operating cadences, and team workflows
• Partner closely with Support, Product, Engineering, and R&D Ops to drive cross-functional alignment on support workflows, role clarity, playbooks, and execution priorities
• Organize and drive key operational workstreams for the team, anticipating roadblocks, tracking dependencies, and keeping work moving through ambiguity
• Use AI tools (Claude Code, Glean, Databricks AI assistants, ChatGPT) every day to scale your own throughput - briefing prep, ticket triage, draft comms, root cause exploration, repetitive ops workflows
• Surface recurring operational friction and support pain points, then work cross-functionally to drive durable fixes instead of one-off workarounds
• Help bridge communication, decision-making, and execution gaps between the Bangalore support team and partner teams in other regions
• Bring a strong product operations lens to support operations by combining process rigor, stakeholder management, and clear operational judgment

What we look for:

• 10 to 15+ years of experience in product operations, support operations, program management, or a similar cross-functional operational leadership role
• Experience managing or influencing support operations, workforce planning, shift coverage, or service delivery models
• Strong cross-functional leadership, with a track record of partnering effectively with Support, Product, Engineering, and Operations teams
• Excellent and proven ability to manage multiple cross-functional projects with competing priorities.
• Advanced level of working knowledge of the Google Suite of products (ability to create executive updates, MBR, QBR decks, etc.).
• AI-first working style. You already use Claude Code, ChatGPT, Cursor, Glean, NotebookLM, or similar in your current role, and can give concrete examples of how it's changed the quality of your output, not just your speed
• Experience establishing or improving processes, operating cadences, workflows, tooling, or role clarity in support or operations environments
• Ability to create clarity from ambiguity, structure loosely defined problems, and independently drive issues to closure
• Strong judgment, ownership, and a bias for action; someone who rolls up their sleeves and brings plans to life
• Analytical enough to identify patterns and operational gaps, but fundamentally oriented toward execution, operational leadership, and business impact