Operations Lead, Customer Technical Support

Job Description Summary The NAM Customer Technical Support Operations Lead owns the operational infrastructure of the Grid Automation NAM Customer Technical Support function across PAC, CIC, and M&D product lines. This role is responsible for process design and standardization, KPI reporting, systems coordination, and cross-functional liaison activity spanning Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot. Reporting directly to the NAM Tech Support Leader, the Operations Lead translates operational data into leadership-ready insight, drives process consistency across the function, and ensures technical support teams have the structure and tools needed to perform effectively. Job Description We are seeking a process-driven, analytically minded Operations Lead to join our Grid Automation NAM Customer Technical Support team. This position owns the operational infrastructure of the NAM Customer Technical Support function across PAC, CIC, and M&D product lines. This role serves as the operational backbone of the NAM Tech Support organization - owning process design, KPI reporting, systems coordination, and cross-functional liaison responsibilities. The Operations Lead translates operational data into leadership insight, drives process discipline and consistency across the function, and ensures that technical support teams have the structure, tools, and information they need to perform effectively. Reporting directly to the NAM Tech Support Leader, this is a high-visibility individual contributor role with broad cross-functional reach. Key Responsibilities: Document, standardize, and continuously improve case management workflows across PAC, CIC, and M&D product lines Identify process gaps, redundancies, and friction points across the support lifecycle and drive resolution Develop and maintain standard operating procedures (SOPs) and operational playbooks Lead process harmonization efforts across product lines where feasible Own the design and formalization of NAM Tech Support KPI reporting across daily, monthly, and quarterly cadences Build and maintain dashboards covering case volume and trends, SLA and response time compliance, call data, CSAT survey results, and cost metrics Consolidate data from multiple systems - Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot - into coherent, leadership-ready reporting Transition the function away from manual, inconsistent data pulls toward structured and repeatable reporting infrastructure Serve as the NAM operational point of contact for Tech Support systems including Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot Monitor system performance, identify issues, and quarterback resolution in coordination with IT and global system owners Partner with the global IT and systems owner to represent NAM Tech Support requirements in system improvements and configurations Act as the primary operational liaison between Customer Technical Support and adjacent functions including IT, HR, Finance, Supply Chain, Inside Sales, and Field Service Represent Tech Support operational needs in cross-functional discussions and projects Support the NAM Tech Support Senior Leader in preparing business cases, operational reviews, and leadership reporting Own the Tech Support NAM knowledge base - maintaining, organizing, and governing operational documentation Develop and maintain onboarding materials for new Tech Support team members across all product lines Ensure process documentation remains current as workflows, tools, and team structures evolve Required Qualifications: Bachelor's degree in Business, Operations, or a related field (or equivalent combination of education and work experience) Minimum of 5 years of experience in an operations, process, or data coordination role within a technical support or services environment Desired Characteristics: Strong data and reporting skills - able to extract, synthesize, and present operational data from multiple system