Lead, coach and develop the IT Operations team, including hiring, performance management, capability planning, succession planning and knowledge transfer.
Own Level 1 and Level 2 service outcomes across infrastructure, end-user computing and workplace technology, including outsourced Level 1 support. Ensure incidents, requests and escalations meet agreed service levels, while governing vendor performance through clear metrics, regular reviews and improvement plans.
Lead major incident and problem management, ensuring timely diagnosis, root-cause analysis, corrective actions and prevention of recurring issues.
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Grasp new and complex concepts quickly whilst triangulating multiple views or data points to form opinions and recommendations to solve high priority problem statements
Develop strategies: Break down complex problems, draw impactful insights/analyses, propose and implement data-driven solutions for important business problems. You will present clear, data-driven solutions and to lead projects forward by influencing decisions across teams.
Project Management: Own multiple projects and lead agreement.
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You will identify sources of operational friction across the product organisation through discovery conversations with product managers and engineers and assess which processes are repetitive and structured enough to automate.
You will build and maintain automation tooling - scripts, integrations, and lightweight internal tools that removes manual overhead from product workflows
You will own the technical integrity of the data and knowledge systems that Product Ops relies on - defining data schemas and field-level specifications, building validation and monitoring tooling, and diagnosing system-level problems at source rather than escalating symptoms.
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Lead Onboarding Performance and Quality: Oversee the end-to-end onboarding funnel, ensuring SLA,, productivity, activation, and quality targets are consistently achieved with minimal errors and rework.
Drive Product and Process Enhancements: Partner with Product and the Centre of Excellence to improve workflows, implement automation, reduce manual effort, and deliver solutions such as OCR-enabled applications.
Manage Stakeholders: Work with Commercial, Legal, Compliance, Technology, Product, COE, and other stakeholders to resolve issues, manage escalations, and deliver sustainable operational improvements.
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Seller frameworks and policy: Develop and roll out seller-facing programmes and policies, translating strategy into guidelines and tools that sellers can act on.
Seller incentive design: Develop seller incentive programmes that drive platform engagement and commercial growth, balancing regional consistency with market flexibility.
Pain point translation: Identify seller pain points through on-ground engagement and qualitative research, translating them into structured business problems and developing scalable programme responses.
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Deal Structuring & Advisory: Serve as the strategic advisor to regional sales teams on complex deal structures, pricing, and commercial terms to maximize profitability and alignment with corporate goals.
End-to-End Orchestration: Drive cross-functional alignment (Sales, Legal, Finance, and Operations) to move deals from creation through approval to final closure, resolving exceptions.
Process Design & Optimization: Improve the regional deal management process to boost governance, and commercial velocity.
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You will take end-to-end ownership of CRM lifecycle campaigns, including defining target audiences, content strategy, and user journeys, which includes testing and executing campaign launches across multiple channels like email, SMS, Push, and In-App communications.
You will champion a personalized and one-to-one communication approach, always keeping the customer-centric mindset in focus by understanding user segmentation/behaviour and identify user insights to be used in lifecycle communication strategies.
You will collaborate with the Data Science team to ensure the successful launch and maintenance of live campaigns and conduct in-depth analysis of campaign results.
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