Head of Product Operations

Head of Product Operations & SupportLocation: Bengaluru , Chennai , Kochi , Trivandrum

Type: Permanent

Reports To: Chief Customer Officer

Start Date: Immediate (EARLY JOINERS WHO CAN JOIN IN 30 DAYS)

CANDIDATES WHO HAVE EXPERIENCE IN PRODUCT COMPANY. (PERSON WHO HAVE RICH EXPERIENCE IN APPLICATION SUPPORT/OPERATIONS)

THIS IS A DEPARMENT HEAD ROLE

Role Overview

We are looking for a seasoned leader to head our Product Operations and Support function. This role will shape, streamline, and scale a global support organization dedicated to enterprise SaaS products serving industries such as aviation, hospitality, tours, and cruises.

The position is focused on application-level support—including incident management, performance monitoring, and L2/L3 resolution—consolidating existing product-level teams into a centralized, world-class operation. This role complements but is distinct from infrastructure operations, which remain under the IT Operations team.

What You’ll DoOperational Strategy & Setup

• Define the operating framework for global product support, covering incident handling, escalations, and service requests.
• Build a 24x7 global support model with the right team structures, processes, and SLAs.
• Create seamless collaboration models with Engineering, Cloud Ops, Product, Delivery, and Customer Success.
• Optimize operations by leveraging automation, AI, and modern support tools.

eam & Process Leadership

• Recruit, mentor, and inspire a high-performing global support team.
• Standardize processes through SOPs, playbooks, shift structures, and knowledge management.
• Embed ITIL or equivalent service management practices to drive consistency and quality.

Customer Experience & Escalation Handling

• Deliver a fast, reliable, and technically strong support experience.
• Act as the ultimate escalation point for mission-critical issues.
• Partner with Customer Success to drive satisfaction metrics (CSAT, NPS) and reduce resolution times.

Tools, Automation & Analytics

• Select and deploy support platforms (e.g., ServiceNow, Jira Service Desk).
• Implement proactive monitoring and alerting systems to minimize downtime.
• Automate repetitive tasks to improve efficiency and MTTR.

Governance & Reporting

• Establish governance for service reviews, RCA follow-ups, and compliance reporting.
• Deliver clear, data-driven dashboards and executive updates.
• Ensure strong stakeholder engagement across business and technology teams.

Innovation & Improvement

• Identify gaps and launch continuous improvement initiatives.
• Bring in best practices from global SaaS operations.
• Lead adoption of next-gen support models such as AI-driven self-service and predictive support.

• What You Bring17+ years of leadership in SaaS or technology operations/support.
• Experience in cloud (AWS) and observability solutions.
• Proven success in scaling global teams and building operational frameworks.
• Strong command of incident/problem/change management and SLA reporting.
• Demonstrated ability to improve efficiency using automation and AI.
• Excellent communication, leadership, and stakeholder management skills.

• Nice to Have

  Knowledge of aviation, logistics, or travel technology sectors.
• ITIL, PMP, or similar service/project management certifications.
• Exposure to DevOps/SRE models with close engineering collaboration.