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Strong employer brand, metro location, senior TPM title, but niche managed‑services focus yields medium competition.
High because role requires specific SaaS managed‑services, contact‑center, and enterprise account experience.
High due to explicit 10+ years, SaaS managed-services expertise, enterprise account experience, and technical operations requirements.
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Own and evolve managed services delivery model focusing on scalability, governance, KPIs/SLAs, and consistent execution across global teams.
Lead customer service automation strategies and partner with Product/Engineering to enhance digital and voice customer engagement platforms.
Manage high-impact customer escalations for large enterprise accounts; act as cross-functional program lead and coordinate global delivery and operational excellence.
10-12+ years experience in enterprise SaaS, particularly in Managed Services, Customer Success, Support, or Technical Program Management.
Proven experience managing high-value enterprise accounts with large ARR exposure.
Strong knowledge of customer service operations including digital (chat, messaging, automation) and voice (contact center, IVR) ecosystems.
Work Experience Required: 10-12+ years in relevant domains; Notice Period: Not explicitly mentioned in the JD.
Experienced in leading global, cross-functional teams in managed services or customer operations environments with operational discipline.
Proficient in driving customer service automation and operational transformation with a data-driven focus on measurable outcomes.
Skilled in navigating high-pressure, ambiguous situations with executive communication and stakeholder management capabilities.