Regional Head of Product Support

About the role

The Regional Head of Product Support leads the Product Support function across the LATAM region, reporting to senior leadership and shaping the strategic direction of the organization. This executive role is accountable for delivering exceptional customer outcomes, driving operational excellence, and positioning Product Support as a strategic differentiator.

Key responsibilities

• Champion a customer‑first culture, ensuring interactions increase satisfaction, trust, and long‑term partnership.
• Represent Product Support at executive governance forums, customer boards, and strategic business discussions.
• Participate in LATAM regional management, influencing commercial strategy, investment decisions, and resource planning.
• Lead and develop a team of experienced managers, overseeing workforce planning, succession, and leadership development.
• Define and own the regional service delivery operating model for incidents, service requests, enhancements, and upgrades.
• Establish service governance, performance frameworks, KPIs, and metrics; use analytics and reporting to drive continuous improvement.
• Provide senior escalation support for complex or business‑critical issues.

Required profile

• Proven senior leadership experience in product support, services, or operations within a technology environment.
• Strong track record of driving customer‑centric outcomes and operational maturity.
• Excellent communication and influencing skills with senior internal and external stakeholders.
• Strategic thinking with ability to align regional initiatives to global objectives.

Required skills