Description
We're looking for an Operations Program Manager (OPM) – Regional Lead to drive system-level improvements, operational performance, and structural reliability across the region. As our operations continue to expand, this role will be critical in identifying root causes, implementing durable fixes, and driving measurable improvements in key performance metrics.
You will act as both a systems owner and escalation authority, ensuring support workflows are scalable, efficient, and aligned with global standards while adapting to local operational needs. You will serve as the bridge between frontline execution and system design, ensuring consistency, stability, and continuous improvement across regional operations.
You will be part of a highly collaborative and impact-driven team, working closely with Team Leads, SMEs, Product, Engineering, and Operations stakeholders. This role is ideal for someone who thrives in ambiguity, enjoys solving complex operational challenges, and is relentless in driving high-quality outcomes at scale.
Responsibilities:
- Identify recurring issue patterns and structural inefficiencies across the region
- Lead retrospectives on operational breakdowns and implement durable, system-level fixes
- Act as the escalation partner for complex and high-risk regional cases
- Define and drive regional KPI improvements across SLA, CSAT, backlog health, and escalation rates
- Track and measure the impact of operational changes and interventions
- Influence SOPs, macros, and documentation to improve clarity and reduce ambiguity
- Partner with Enablement to build scalable regional training programs
- Act as a regional training lead to reinforce workflows, policies, and quality standards
- Collaborate with Product, Engineering, and Operations to drive tooling and workflow improvements
- Translate frontline insights into clear, actionable requirements for system enhancements
- Identify risks within workflows and implement safeguards to improve consistency and reliability
- Strengthen auditability and operational defensibility across the region
Ideally you'd have:
- Experience in operations, program management, or process improvement roles in high-volume environments
- Strong analytical and problem-solving skills with a systems-thinking mindset
- Experience leading cross-functional initiatives and driving measurable outcomes
- Ability to identify root causes and implement scalable, long-term solutions
- Strong communication skills across technical and non-technical stakeholders
- Experience working with KPIs such as SLA, CSAT, backlog, and escalation metrics
Nice to haves:
- Experience in support operations, trust & safety, or platform operations
- Familiarity with workflow tools (e.g., Zendesk or similar systems)
- Experience building SOPs, training programs, or documentation frameworks
- Experience working in regional or global operations teams