Principal Lead, Support

<h3>Accountabilities</h3><li>
<strong>Manage contract and support operations:</strong>Oversee the operational lifecycle of customer and support contracts, including intake, entitlement validation, scope verification, obligation tracking, exceptions, renewals, and transitions.</li><li>
<strong>Translate commitments into actionable processes:</strong>Convert contractual and commercial obligations into clear workflows, ownership structures, decision guidelines, and customer-facing practices, involving Legal when formal interpretation is required.</li><li>
<strong>Strengthen governance and risk management:</strong>Identify gaps in customer commitments and operational controls, coordinate resolutions across relevant teams, and improve data quality, entitlement accuracy, and audit readiness.</li><li>
<strong>Drive process improvement:</strong>Evaluate end-to-end workflows to eliminate unnecessary complexity, duplication, rework, and unclear handoffs. Develop scalable processes that balance standardization with documented exceptions.</li><li>
<strong>Develop operational frameworks:</strong>Create and maintain standard operating procedures, process documentation, decision trees, templates, accountability models, controls, and escalation paths to support consistency and continuous improvement.</li><li>
<strong>Coordinate cross-functional initiatives:</strong>Work closely with Support, IT, platform, data, Legal, Sales, and Services teams to define requirements, align priorities, establish service expectations, and deliver operational enhancements.</li><li>
<strong>Optimize tools, data, and workflows:</strong>Support improvements to integrations, reporting, workflow systems, and data quality while promoting reliable sources of information for contracts, customer details, entitlements, and support activities.</li><li>
<strong>Enable responsible automation and AI adoption:</strong>Identify and prioritize practical use cases, define data requirements and human oversight measures, establish safeguards and success metrics, and support pilots and broader implementation.</li><li>
<strong>Lead change and adoption:</strong>Develop clear communications, role-specific guidance, and training materials while gathering stakeholder feedback to encourage adoption and reinforce new ways of working.</li><li>
<strong>Measure performance and sustain improvements:</strong>Monitor process compliance, adoption, data accuracy, user experience, and business outcomes. Identify risks, facilitate decisions, and ensure improvements deliver lasting value.</li><h2>Requirements</h2><li>
<strong>Relevant professional experience:</strong>Demonstrated experience in contract management, support operations, business operations, business analysis, process improvement, transformation, or a related discipline.</li><li>
<strong>Contract and service commitment management:</strong>Ability to translate customer, commercial, contractual, and service obligations into practical workflows, operational controls, and clearly defined responsibilities.</li><li>
<strong>Process design and optimization:</strong>Proven ability to map, document, analyze, and improve cross-functional processes, reduce inefficiencies, and implement repeatable operating practices.</li><li>
<strong>Technology and requirements gathering:</strong>Experience collaborating with technology, IT, or platform teams to define business requirements and support the delivery of workflow, integration, reporting, or data-quality improvements.</li><li>
<strong>Automation, AI, and analytics:</strong>Practical understanding of how automation, AI, or analytics can improve business processes, including awareness of appropriate safeguards, human review, and measurable outcomes.</li><li>
<strong>Stakeholder and change management:</strong>Strong communication, facilitation, collaboration, and stakeholder management skills, with the ability to build alignment across teams and support organizational change.</li><li>
<strong>Execution and problem-solving:</strong>Excellent analytical thinking, organizational skills, prioritization, and sound judgment, with the ability to manage initiatives from discovery and requirements definition through implementation and adoption.</li><li>
<strong>Confidentiality and governance:</strong>Ability to handle sensitive customer, commercial, contractual, and operational information responsibly and maintain appropriate standards of confidentiality.</li><li>
<strong>Industry experience:</strong>Preferably 10 or more years of experience in SaaS, technology, insurance, customer support, professional services, or another complex service-delivery environment.</li><li>
<strong>Specialized operational knowledge:</strong>Familiarity with support entitlements, service-level agreements, scope governance, renewals, contract lifecycle management, or exception management is an advantage.</li><li>
<strong>Systems and tools:</strong>Experience with ServiceNow, CRM or contract management platforms, knowledge management systems, workflow automation, business intelligence tools, or AI-enabled workflows is preferred.</li><li>
<strong>Continuous improvement methodologies:</strong>Knowledge of Lean practices, process mapping, Agile delivery, change management, or operational adoption and performance metrics is beneficial.</li><li>
<strong>Education:</strong>A bachelor's degree in business, operations, information systems, legal studies, technology, or a related field is preferred. Equivalent practical experience will also be considered.</li><h2>Benefits</h2><li>
<strong>Remote work:</strong>Opportunity to work remotely from India.</li><li>
<strong>Full-time opportunity:</strong>A full-time position focused on operational excellence, process transformation, and continuous improvement.</li><li>
<strong>Cross-functional exposure:</strong>Collaborate with diverse teams across Support, IT, Legal, Sales, Services, and other business functions.</li><li>
<strong>Technology-driven impact:</strong>Contribute to practical applications of AI, automation, analytics, and workflow optimization.</li><li>
<strong>Professional development:</strong>Build expertise in contract operations, governance, business transformation, process improvement, and technology-enabled service delivery.</li><li>
<strong>Meaningful ownership:</strong>Influence operational standards, improve customer commitment management, and help deliver measurable improvements in efficiency, data reliability, and service quality.</li>