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Known SaaS brand and senior TPM role in metro markets create moderate applicant competition.
Requires deep managed-services, contact-center, and enterprise SaaS experience, limiting cross-industry transferability.
Explicit 10+ years plus required managed-services, escalation, and SaaS experience enforces strict filters.
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Own and optimize the managed services delivery model for enterprise customers, focusing on scalability, resilience, service KPIs, SLAs, and continuous improvement.
Lead and coordinate global, cross-functional teams to deliver complex service programs, manage strategic escalations with large enterprise accounts, and drive executive-level customer communication.
Drive customer service automation initiatives and partner with Product/Engineering to enhance digital and voice customer engagement platforms, aiming to improve productivity, experience, and operational efficiency.
10-12+ years experience in enterprise SaaS environments in roles such as Managed Services, Customer Success, Support, or Technical Program Management.
Proven experience managing high-value enterprise accounts with significant 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 fields; Notice Period: Not explicitly mentioned in the JD.
Demonstrated ability to lead global, cross-functional teams managing managed services or customer operations programs in SaaS.
Experienced in managing high-pressure, high-ambiguity situations and critical escalations with large enterprise customers.
Technically fluent with strong executive communication skills, capable of translating complex technical challenges into business impact insights.