Global Program Lead- Support Tooling Programs & Enablement Full Time

T he Global Fix Experience (GFX) Team is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. 1) We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. 2) We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots.

About The Role

The Global Program Lead – Support Tooling Programs & Enablement is responsible for driving operational excellence, establishing scalable support programs, improving investigation and escalation workflows, and ensuring global readiness for new product or feature launches, and new work intake. This role strengthens GFX operations and the end-to-end support tooling strategy through robust performance frameworks, enablement programs, process optimization, and cross-functional coordination.This leader ensures GFX teams have the tools, training, processes, and operational infrastructure required to consistently deliver high-quality investigations and accurate resolution to improve overall customer experience. Moreover, this lead will also act as the Shift Lead/Manager for APAC on Critical Outages.

What The Candidate Will Need / Bonus Points

Program Management & Continuous Improvement

• Lead & program manage global programs on support tooling aimed at improving bug triage, outage handling, workflow consistency, and cross-team coordination.
• Drive automation and optimization opportunities in processes, tooling, and operational workflows.
• Collaborate broadly across Support Operations, Engineering, Product, Community Operations CX, and Quality teams.
• Serve as the operational voice-ensuring processes, workflows, and readiness plans support efficient bug and outage management.
• Build strong communication channels and feedback loops to drive continuous operational alignment.

Process Intake, Design, & Optimization

• Lead and project manage the operational intake process for new work, rollouts, new workflows, and operational changes for support tooling
• Oversee the design, standardization, and optimization of end-to-end support processes across multiple support tooling products/features, ensuring consistency, quality and efficiency
• Drive continuous improvement initiatives to eliminate friction, reduce cycle time, and improve quality of investigations and escalations.
• Evaluate operational tools and collaborate with partners to improve process scalability and usability.

Performance Metrics & Frameworks

• Own operational KPI frameworks, performance scorecards, dashboards, and health reviews for the GFX support tooling team
• Drive alignment on performance definitions, measurement standards, and success criteria across teams engaged in resolution eg. Product, Agent Enablement, Engineering
• Own and evolve the support tooling quality assurance & technical reviews framework for investigations, triage accuracy, escalations, and adherence to SOPs.
• Own learning and knowledge management to maintain clear, accurate, and current training materials and knowledge assets.

Critical Outage Management

• Serves as the designated CommOps operational leader for Critical Outages in the APAC time zone.
• Lead CommOps response during critical events following Critical Outage Mgmt Process rapidly mobilizing the appropriate stakeholders using defined engagement frameworks across Engineering, Product, Production Quality, and CX
• Provide clear, executive-ready operational updates and transfers to other Crisis Managers as needed
• Own CommOps impact sizing across customer, agent, and business dimensions; ensure operational readiness and guidance activation during high-severity incidents; and validate stabilization and structured resolution verification before closure.
• Oversee CommOps make-it-right” execution where applicable and ensure operational follow-through and alignment on next steps.

Team and People Management

• Manage 3-5 direct reports consisting of program specialists & service team analysts
• Own and be accountable for the performance of GFX Support Tooling Ops teams across different queues, locations, and time zones (matrix reporting)

Basic Qualifications:

• 8+ years of experience in support operations, technical support programs, operational program management, or customer experience operations
• Bachelor’s degree in Program Management, Operations, Logistics, Engineering, or a related field
• 2+ years of people management experience

Preferred Qualifications:

• Strong experience on operational performance management, measurement, and process design.
• Proven experience improving support workflows, driving operational programs, and managing complex initiatives.
• Excellent communication, cross-functional alignment, and stakeholder management skills.
• Experience managing operational work intakes, new work evaluation, or rollout coordination.
• Strong background in quality assurance frameworks for support processes or investigation workflows.
• Experience with bugs/outages support, incident management protocols, and global operations.
• Familiarity with tools such as Jira, ServiceNow, PagerDuty, or similar platforms.
• Exposure to AI- or automation-enabled support enhancements (triage, early detection, deflection).
• Certifications or experience with Project Management, Lean, Six Sigma, or continuous improvement frameworks.