Global Product Operationalisation Head, COE Efficiency Program

About the Role

The Global Product Operations Lead - COE Efficiency sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. COEs stand for Centres of Excellence and are the inhouse team of customer support agents who serve customers in complex and elevated situations. This role will work with various teams in CommOps and Tech to lead the COE efficiency program for customer support operations including process automations and AI applications.

As the program head, you will take an active role in the formation of the COE Efficiency product strategy and lead work streams/programs to execute on the aligned strategy. You will work closely with FieldOps teams and leaders to deeply understand their business processes, understand where opportunities for productivity improvement lies and where technology can be used to accelerate capturing of those opportunities, and collaborate with engineering and product teams to build scalable solutions to realise the potential gains.

You will work closely with CO (Customer Obsession product) stakeholders to design scalable solutions and drive effective rollout strategies but also work with other AI and Engineering teams as needed.

What You'll Do

• Lead the COE Efficiency Program, defining the vision, roadmap, and success metrics to drive operational excellence across global support operations
• Partner with Product, Engineering, and Field Operations to identify and implement AI and automation solutions that streamline workflows and enhance agent productivity
• Lead a team of 3-5 people who will deliver on the initiatives identified to deliver COE efficiency
• Map end-to-end support processes to uncover inefficiencies, automation opportunities, AI application opportunities and tool optimization needs
• Explore external Tech vendors who can provide meaningful solutions to help expedite the gains; ensure vendors are properly onboarded including obtaining Engg Security clearance
• Manage partnerships with chosen external vendors and internal platform teams to evaluate, pilot, and scale technology solutions
• Drive tool integration and rationalization, ensuring internal and external platforms work cohesively to deliver seamless agent experiences
• Collaborate with cross-functional stakeholders to prioritize and deliver efficiency initiatives, balancing impact, effort, and scalability
• Develop and maintain performance dashboards and KPIs to track adoption, productivity gains, and ROI
• Lead change management and adoption strategies, ensuring successful rollout and sustained usage of new tools and AI capabilities
• Act as the operational voice of the COE in product discussions, advocating for usability, scalability, and measurable impact
• Establish a governance framework for continuous improvement, ensuring insights from users feed directly into product evolution
• Communicate program progress, risks, and outcomes clearly to executive and functional stakeholders, driving accountability and alignment
• Foster a culture of data-driven decision-making and proactive problem-solving across global COE teams
• Build repeatable frameworks and playbooks for efficiency, automation, and product adoption that can scale across regions
• Serve as a champion for AI-driven transformation, ensuring technology amplifies human capability and drives measurable business value

• 8+ years of experience in product operations, platform development or similar domains
• 2+ year experience working with or implementing AI and automation technologies, such as:
• Conversational AI (chatbots, virtual assistants)
• Workflow automation platforms (UiPath, Zapier, ServiceNow, etc.)

• Knowledge management and AI search tools (KCS, generative search, LLM-based retrieval)
• Analytics and reporting tools (Tableau, Looker, or equivalent)
• Proven leadership experience managing cross-functional or multidisciplinary teams, particularly in a global setting across multiple markets, languages and timezones
• Strong understanding of customer support workflows and how Technology can improve productivity of support workflows
• Excellent collaboration skills with both technical and non-technical stakeholders
• Exceptional communication skills (both verbal and written)
• Familiarity with SQL and data visualization / reporting tools
• Proven ability to translate complex operational problems into structured, data-driven solutions
• Ability to quickly learn and contribute to the improvement of any Tech stack
• Strong business acumen and ability to learn about business context quickly
• Having an independent perspective at all times and ability to align leaders around it
• Understanding of data, user feedback loops, and human-in-the-loop models for AI adoption
• Experience managing tool rationalization or integration across multiple regions and business units
• Detail oriented with the ability to thrive in a fast moving, ambiguous environment where priorities are ever changing as the business grows and adapts globally
• Exceptional emotional intelligence. Ability to influence and motivate people across broad job functions through influence
• Proven track record of working collaboratively with Engineers and Field Operations
• Strong organisational skills to lead multiple, challenging priorities simultaneously, without losing sight of the highest priority items
• Strong analytical and quantitative skills. Uses data and metrics to back up assumptions, recommendations and drive decisions
• Well versed in product development lifecycle
• Familiar with mobile development and SOA architecture, understand gaps and have the expertise to recommend quality improvements in processes, technology, tracking and/or tools and use metrics to influence decision making at the leadership level
• Strong familiarity with internal tool ecosystems (CRM, ticketing, workflow management) and external SaaS vendors
• Go-getter attitude