Principal Lead, Support

Accountabilities

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