Sr Mgr, Support Architecture and Transformation

Your CareerAs Sr. Manager, Support Architecture & Transformation, you’ll drive the strategic design and deployment of scalable solutions across people, processes, and systems within Global Customer Support. Leveraging deep technical and business process expertise, you’ll lead improvements to the operating model, ensure alignment with long-term business goals, and deliver outcome-driven transformations in a fast-paced environment. You’ll also spearhead AI-powered initiatives focused on scalable systems, data governance, and quality assurance, collaborating closely with Services, Product, Engineering, and IT to achieve measurable gains in service delivery, customer experience, and overall business performance.Your ImpactAlign business and technical requirements with Global Customer Support Delivery’s organizational goalsDefine complex strategic and technical solutions, and effectively communicate proposed changes across all organizational levelsLead AI-driven transformation, integrating machine learning and generative AI into post-sales processes while ensuring quality and data governanceArchitect high-level technical requirements and translate them into actionable user stories, guiding detailed refinement as needed to support effective executionLead cross-functional discussions with Business stakeholders and Support teams to evaluate requests, define capabilities, and shape requirements and use casesChampion release lifecycle best practices, quality standards, and foster a collaborative environment that promotes autonomy, transparency, innovation, and learningApply Agile methodologies and demonstrate an understanding of full project lifecyclesSupport change management and coordinate with Business, IT, and Ops to manage dependencies, execute plans, and resolve conflicts, while providing clear status updatesUnderstand system architectures, limitations, scaling factors, and design rationale in your program space