Principal Lead, Support
New
J
JobgetherSaaS, technology
Remote work from IndiaFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- Preferably 10 or more years of experience
- Required Skills
- Stakeholder managementChange ManagementServiceNowProcess improvement
Requirements
- Demonstrated experience in contract management, support operations, business operations, business analysis, process improvement, transformation, or a related discipline.
- Ability to translate customer, commercial, contractual, and service obligations into practical workflows, operational controls, and defined responsibilities.
- Ability to map, document, analyze, and improve cross-functional processes and implement repeatable operating practices.
- Experience collaborating with technology, IT, or platform teams to define business requirements and support workflow, integration, reporting, or data-quality improvements.
- Practical understanding of automation, AI, or analytics in business processes, including safeguards, human review, and measurable outcomes.
- Communication, facilitation, collaboration, stakeholder management, and change-management skills.
- Analytical thinking, organization, prioritization, sound judgment, and ability to manage initiatives from discovery through implementation and adoption.
- Ability to handle sensitive customer, commercial, contractual, and operational information responsibly.
- Preferably 10 or more years of experience in SaaS, technology, insurance, customer support, professional services, or another complex service-delivery environment.
- Familiarity with support entitlements, service-level agreements, scope governance, renewals, contract lifecycle management, or exception management is an advantage.
- Experience with ServiceNow, CRM or contract management platforms, knowledge management systems, workflow automation, business intelligence tools, or AI-enabled workflows is preferred.
- Knowledge of Lean practices, process mapping, Agile delivery, change management, or operational adoption and performance metrics is beneficial.
- A bachelor's degree in business, operations, information systems, legal studies, technology, or a related field is preferred; equivalent practical experience is also considered.
Responsibilities
- Manage the operational lifecycle of customer and support contracts, including intake, entitlement validation, obligation tracking, exceptions, renewals, and transitions.
- Translate contractual and commercial obligations into workflows, ownership structures, decision guidelines, and customer-facing practices.
- Identify gaps in customer commitments and operational controls, coordinate resolutions, and improve data quality, entitlement accuracy, and audit readiness.
- Evaluate end-to-end workflows and develop scalable processes that reduce complexity, duplication, rework, and unclear handoffs.
- Create and maintain standard operating procedures, process documentation, decision trees, templates, controls, and escalation paths.
- Coordinate with Support, IT, platform, data, Legal, Sales, and Services teams to define requirements and deliver operational enhancements.
- Support improvements to integrations, reporting, workflow systems, and data quality.
- Identify automation and AI use cases, define data requirements and safeguards, and support pilots and implementation.
- Develop communications, guidance, and training materials; gather feedback to support adoption of new practices.
- Monitor compliance, adoption, data accuracy, user experience, and business outcomes, and facilitate decisions to sustain improvements.
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