Operations Manager leading a team in managing claims operations at Capgemini. Focused on budgeting, reporting, and quality work output while fostering continuous improvement.
About the role
- Regional Support Operations Manager leading platform strategy and customer support operations across a designated region. Ensuring alignment with global standards and driving operational excellence.
Responsibilities
- Own platform strategy and execution across X4A, X4C, XI, and X4V within the region, ensuring alignment with regional needs and global standards.
- Partner closely with Product and Engineering to drive platform improvements, resolve systemic issues, and enhance usability and performance within and across the regions.
- Develop and communicate platform strategy recommendations, ensuring alignment with long-term business goals.
- Lead the development and deployment of self-service capabilities and AI agents to improve efficiency and reduce support volume.
- Continuously evaluate and improve platform KPIs, including performance, adoption, and customer satisfaction taking strategic action to drive improvements and make recommendations to drive sustainable change.
- Oversee day-to-day support operations, consulting on backlog management and global workflows.
- Drive continuous improvement initiatives across platforms, processes, and support delivery.
- Build a high-performing, empathetic support culture focused on accountability and customer advocacy.
- Lead and mentor the regional TAM support team, ensuring strategic accounts receive proactive, personalized support.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- 3+ years in a global senior leadership role.
- Proven experience managing cross-functional technical teams, vendor partners, and enterprise application support.
- Experience with service desk platforms (e.g., Zendesk, ServiceNow, Jira Service Management).
- Strong understanding of platform strategy, AI-driven support models, and self-service technologies.
- Excellent communication, analytical, and stakeholder management skills.
- Excellent presentation skills.
Benefits
- Health insurance
- Retirement plans
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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