About the team and role

Service & Operations

The role sits within the global Service & Operations function at GBG, supporting customers across the Americas region. The team is responsible for delivering high-quality customer support, operational fulfilment, and service coordination to ensure customers receive a reliable and consistent experience.

The role works closely with Product, Engineering, Customer success, Sales and the Global service management function to support service delivery, customer outcomes and operational performance.

Senior Manager - Customer Service & Operations (AMERICAS)

The role is responsible for leading Customer support and Customer operations across the Americas region and accountable for delivering operational excellence, ensuring customers receive timely support and fulfilment services, driving performance against agreed service metrics, and coordinating regional responses to customer impacting incidents,

The role will lead regional teams and 3rd party support partners whilst working closely with the Global service management function to support effective incident management and service delivery

What you will do

• Lead the Americas Customer support and Customer operations teams, ensuring delivery of high-quality customer service and operational fulfilment.
• Manage regional support operations, including oversight of 3rd party support providers, ensuring customer requests and incidents are handled efficiently and within agreed service levels.
• Drive performance against key operational metrics - CSAT, response & resolution times, fulfilment performance, & operational efficiency measures.
• Coordinate regional responses to customer impacting incidents, working closely with Product, Engineering, PS and global service management team
• Ensure customers receive timely and effective communication during service disruptions and operational issues
• Build strong working relationships with Product, Engineering, Customer success, Sales and other key stakeholders to support customer outcomes
• Identify opportunities to improve operational processes, efficiency & enhance scalability through automation and continuous improvement initiatives.
• Monitor operational performance, identify trends and risks, and provide regular reporting and updates to regional global leadership.
• Develop team capability, foster a customer-focused culture, and support employee engagement and performance
• Contribute to the implementation of global Service & Operations initiatives, standards, and best practices.

Skills we're looking for

Skills

• Proven experience leading customer support, service operations or customer operations teams within technology or SaaS environment.
• Experience managing operational performance through the use of metrics, reporting and continuous improvement initiatives
• Strong stakeholder management skills, with the ability to collaborate effectively across technical and commercial functions.
• Experience working with outsourced or 3rd party support delivery models.
• Strong organisational, planning, and problem solving skills, with the ability to manage competing priorities in a fast paced environment.
• Excellent verbal and written communication skills

Behaviours

• Customer focused: Demonstrates a strong commitment to delivering positive customer outcomes and experiences.
• Ownership & accountability: Takes responsibility for operational performance, service delivery, and business outcomes
• Collaboration & influence: Builds strong relationships and works effectively across teams, functions and regions.
• Continuous improvement mindset: Actively seeks opportunities to improve processes, efficiency and scalability
• Data driven: Uses operational insights and performance data to inform decisions and drive improvement.
• Pace: comfortable operating in a dynamic, fast-moving environment whilst maintaining quality and attention to detail.
• Willing to work flexible hours to communicate with teams globally

To chat to the Talent Attraction team and find out more about our benefits and why we're a great place to work, drop an email to [redacted] and we'll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.