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Job Description:
Transformation and Optimization Lead
Job Summary
We are seeking a transformative leader to reimagine and optimize our Global TechOps and Support organization, driving high performance teams, breaking silos, and optimizing costs through strategic budget management.
The Transformation and Optimization Lead will develop and implement transformation plans, ensuring alignment with department objectives and strategic priorities. This role will focus on eliminating fragmentation, cultivating high performance teams, building AI-driven strategies, managing strategic initiatives focused on identifying and implementing new value streams and cost savings opportunities. The ideal candidate is a strategic thinker, has futuristic mindset understanding the business evolution and capable of designing future-state models, ability to solve complex problems, has a proven track record of transforming global teams, making tough decisions, and driving measurable business value. The successful candidate will demonstrate the ability to make independent decision and lead change initiatives that align with long-term business strategy and customer-centric outcomes.
Key Responsibilities
Strategic Transformation and Initiative Management
Design and implement a comprehensive transformation strategy for a unified global operating model assessing the current state and defining future state across global locations
Develop a roadmap for optimizing processes, leveraging AI and Data-driven insights to enhance efficiency and customer satisfaction
Identification of industry trends and developments, and collaboration with key department leaders and stakeholders to provide recommendations for change and improvement
Participation in projects and initiatives to improve performance, efficiency and effectiveness
Lead and facilitate change management efforts by ensuring all stakeholders are engaged, informed and supported through the transformation process
Evaluate, recommend, and implement technology solutions to support transformation initiatives, including tools and systems
Foster a culture of continuous improvement by encouraging feedback, identifying opportunities for optimization and implementing changes accordingly
High Performance team building
Cultivate and lead high-performing, cross-functional teams focused on innovation, problem-solving, and value-creation
Make tough decisions that drives strategic goals and operational excellence
Foster a culture of accountability, collaboration, and strategic thinking across the organization
AI and Data-Driven Strategies
Identify and evaluate available AI capabilities and develop strategic plans to integrate these technologies into current business processes
Build and execute smart AI strategies to enhance support delivery, including predictive analytics, automation, and personalized customer solutions
Leverage data-driven insights to identify customer pain points, optimize workflows, and create scalable solutions
Develop expertise within the team to solve complex customer challenges and translate solutions to value-generating outcomes
Cross-Functional Collaboration and Innovation
Collaborate with product, engineering and sales teams to identify innovative solutions for solving customer problems and develop problem-solving frameworks
Leverage the partnership to influence key decisions and drive successful execution of strategic initiatives
Create solutions based on analytical thinking comparing and selecting alternatives. In-depth analysis with interpretative thinking to define problems and develop innovative solutions
Cost Optimization and Budget Management
Extend collaboration with senior management teams in developing and implementing cost measurement techniques for cost to serve, cost per resolution, cloud run cost, resource cost and AI related cost and any additional relevant cost drivers such as licensing, vendor contract and operational overhead
Establish KPIs and dashboards to monitor cost metrics enabling data-driven decision making through trend analysis
Performance Management and MBOs
Define and implement measurable Management by Objectives to align teams with strategic goals, priorities and expected outcomes
Establish KPIs to track transform progress, team performance, cost efficiency, and customer satisfaction
Continuously assess and optimize team structure, processes, and tools to ensure agility and scalability
Stakeholder Engagement and Executive Presentations
Partner with senior leadership to align support transformation and strategic initiatives with company level strategy and customer success goals and criteria
Collaborate with global teams to ensure consistent adoption of transformation and cost optimization initiatives
Act as a change agent, communicating vision and driving buy-in across all levels of the organization
Develop presentations to share strategies and recommendations to department senior leadership teams focused on driving actions and outcomes
Qualifications
Bachelor’s degree in Business Administration, Management, or a related field (Master’s degree preferred)
10+ years of progressive experience in support, technology operations or transformation roles in a large global organization preferably with B2B platform knowledge and experience
Proven experience in leading global transformation, strategy execution, change management and process improvement, with preferably at least 3 years in a managerial or a strategic consultant role
Project Management or Change Management certification preferred
Skills & Competencies
Strong project management skills, including the ability to lead cross-functional teams and manage multiple projects simultaneously
Excellent analytical and problem-solving abilities, with a data-driven approach to decision making
Strategic thinker with the ability to balance vision with execution
Good understanding of AI, automation, data platforms in the context of technical support and platform engineering
Experience in setting and managing performance-based goals and team restructuring
Exceptional communication and interpersonal skills with the ability to influence and collaborate at all organization levels
Strong leadership qualities and the ability to inspire and motivate teams during periods of change
Results-driven, with the ability to make transformational decisions and lead through complexity and ambiguity
Experience in transforming siloed or fragmented support ecosystem into unified domain-focused models
Ability to build high performing global teams and do not hesitate to make tough decisions
Passion for solving customer challenges through technology, data and process innovation