Program Manager – Tech Support Operations

Role Overview

• Drive regional operational excellence initiatives to improve consistency, efficiency, and productivity across Asia Tech Support workflows.
• Lead process improvement programs (e.g., standard work, governance cadence, issue-to-closure discipline) and ensure sustained adoption through change management and stakeholder alignment.
• Establish and maintain process compliance mechanisms (audit readiness, adherence tracking, corrective actions), ensuring teams follow required operating procedures and escalation rules-of-engagement.
• Own the operating rhythm for critical Asia operational KPI targets—definition, tracking, reviews, actions, and closure.
• Partner with Ops/IT/BI teams to enhance KPI dashboards and ensure data integrity, usability, and alignment to business outcomes (e.g., service efficiency, productivity, compliance).
• Provide executive-level insights: trends, root causes, leading indicators, and prioritized action plans tied to measurable outcomes.
• Plan and execute cross-functional programs end-to-end: scope, milestones, dependencies, risks, and deliverables—ensuring alignment with global priorities and Asia execution realities.
• Proactively identify risks/issues and implement mitigation plans to protect KPI commitments and program outcomes.
• Influence without authority to drive adoption across Asia Field/Tech Support teams and partner organizations in a global matrix.
• Drive adoption of new/updated processes, tools, and operating model elements; measure adoption and address barriers quickly.
• Facilitate transparent communication across stakeholders; deliver concise updates for leadership reviews, including progress, risks, and mitigation actions.

Requirements

• Bachelor’s degree with 6+ years of related experience; or Master’s degree with 4+ years of related experience; or equivalent practical experience.
• Demonstrated success driving operations programs in a KPI/metrics-driven organization, including KPI definition, tracking, performance reviews, and improvement actions.
• Proven ability to lead cross-functional initiatives and drive execution in a global, matrixed environment (influencing without direct authority).
• Strong analytical, communication, and presentation skills—able to convert complex operational data into executive-ready insights and clear actions.
• Proficiency with project/program management tools and structured execution methods (planning, dependency management, risk management, action tracking).
• Comfort working with data systems and visualization tools (e.g., dashboarding) to support KPI governance and operational decision-making.
• Experience with service-related systems such as CRM / customer relationship management platforms (or equivalent service operations systems).

Benefits

• We offer a competitive, family friendly total rewards package.
• We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.