Regional Support Operations Manager

Regional Support Operations Manager page is loaded## Regional Support Operations Managerremote type: Hybridlocations: Milton Keynes, United Kingdom: Spain, Barcelona: Barcelona, Spaintime type: Full timeposted on: Posted Todayjob requisition id: R-112867**It's fun to work in a company where people truly BELIEVE in what they're doing**Job Description:**Position Summary**The **Regional Support Operations Manager** is accountable for platform performance and customer support operations across a designated region, while maintaining a global mindset and alignment with enterprise-wide standards. This role oversees the regional Elite partner program, ensures high-touch, proactive service for strategic customers, and drives operational excellence. The position also owns platform strategy and execution across multiple platforms (X4A, X4C, XI, X4V), serving as a critical bridge between regional execution, global strategy, Product, and Engineering teams.**Key Responsibilities****Platform Strategy & Innovation*** 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.**Operational Leadership*** Own global support KPIs including ticket resolution, CSAT, and SLO adherence.* Oversee day-to-day support operations, consulting on backlog management and global workflows.* Drive continuous improvement initiatives across platforms, processes, and support delivery. Partnering with Product and Engineering to address platform health, performance, stability and usability concerns.**Team Leadership & Management*** Build a high-performing, empathetic support culture focused on accountability and customer advocacy.* Provide coaching, career development, and performance management for regional support and TAM staff.* Develop strategic and operational goals for in-country teams and Unified Support.* Analyze support trends and TAM feedback to identify systemic issues and drive product or process improvements.**Elite Customer Handling*** Lead and mentor the regional TAM support team, ensuring strategic accounts receive proactive, personalized support.* Develop account coverage models, escalation protocols, and success plans tailored to high-value customers.* Collaborate with Sales and Customer Success to align TAM efforts with broader customer engagement strategies.* Analyze customer feedback, usage patterns, and pain points to influence product roadmap decisions.**Service Delivery & Reporting*** Create regular executive reports on system health, data, and issue trends.* Present Monthly and Quarterly Business Reviews to country executives.* Translate organizational goals into actionable department-level initiatives.**Process Optimization & Continuous Improvement*** Introduce automation tools to drive reduction of ticket volumes, resolve root causes, reduce cost to serve, optimization initiatives, streamlined processes, skill development, and innovation.* Manage self service success, automation, and preparedness for new platform features / releases.* Scope, analyze, and complete cross functional projects and processes that will improve the associate and customer experience and key performance metrics**Stakeholder Management*** Serve as the liaison between technical teams and business stakeholders acting as the voice of platform pain points and influencing cross functional roadmaps* Represent the department in senior leadership discussions and planning sessions.* Review and make recommendations on regional segmentation to optimize support delivery.* Prioritize enhancements and fixes based on business impact* Support IT audits, security compliance, and data governance.**Qualifications****Required:*** 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.It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow,
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