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.