Pune
Product Management – EventWatch
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Full Time
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Remote

We began a movement when we started Resilinc in 2010 with our belief in the power of supply chain to be a force for good, to improve the lives of people and our communities. Our vision is for the world to have a place where suppliers and customers can collaborate securely with transparency and trust as the foundation. Today Resilinc’s flagship supply chain visibility, mapping and AI powered monitoring and predictive analytics platform is widely considered the Gold Standard for resilience.

We wake up every day with the power of our important Mission driving our every action. Join our passionate, highly motivated and VIRTUAL global team that is energized and working hard to make a positive impact on the world.

As the Director of Support Operations for one of our core SaaS products, EventWatch, you will lead a dedicated team of 40 operations members working round-the-clock to identify global disruptions that could impact our customers’ supply chains. Our customers love EventWatch, and it has become the industry standard for disruption mitigation. The ideal candidate will possess strong technical knowledge in the SaaS space, extensive experience in leveraging technology to enhance operational efficiency, and exceptional customer interaction skills to handle escalations effectively.

What You Will Do
Oversee 24×7 operations of our SaaS product
Lead, manage, and inspire a team of ~40 operations members working in three shifts to ensure 24×7 coverage and support for our SaaS product.
Develop and implement operational strategies, processes, and procedures to optimize efficiency and enhance overall performance.
Monitor key performance indicators (KPIs), metrics, and service level agreements (SLAs) to track performance, identify trends, and implement corrective actions as needed.
Utilize advanced technology solutions & tools to analyze operational data, identify areas for improvement, and automate routine tasks to increase productivity. For example, promote use of GenAI based tools to drive the efficiency.
Develop in-depth understanding of our product functionality and business use cases.
Act as a primary point of contact for customer escalations, demonstrating strong problem-solving skills, empathy, and professionalism to address customer concerns and ensure a positive resolution.
Establish and maintain strong relationships with key stakeholders, including Customer Success Managers, Product Managers, and Engineering team, to drive alignment and facilitate effective communication.
Collaborate closely with the engineering and product development teams to provide valuable insights for product enhancements and feature prioritization based on customer feedback and operational insights.
Continuously evaluate and improve operational processes and procedures to adapt to changing business needs, technological advancements, and industry best practices.
Define vision and communicate team and individual goals, strategy, tactics, and behaviors required to achieve medium and long-term goals.
People Management, including performance reviews, defining & implementing effective team structure, hiring talent, developing internal talent, cost effective management of operations
What You Will Bring
12+ years of operational management experience with technical background
Strong customer interaction/customer management background
Proven experience (at least 7 years) in a leadership role within SaaS product operations, preferably with experience managing teams working in shifts.
Strong technical background with a solid understanding of SaaS architecture, cloud computing, and related technologies.
Demonstrated expertise in leveraging technology solutions like GenAI or similar tools to optimize operational processes, automate tasks, and improve efficiency.
Exceptional customer interaction skills with the ability to communicate effectively, build rapport, and handle escalations with professionalism and empathy.
Strong analytical and problem-solving skills with the ability to analyse complex issues, identify root causes, and implement effective solutions.
Excellent leadership and team management skills with the ability to inspire, motivate, and empower team members to achieve their full potential.
Proven ability to thrive in a fast-paced, dynamic environment with the flexibility to adapt to changing priorities and requirements.
Experience working in Supply Chain or Logistics operations is preferred.

A diverse and inclusive workplace where we learn from each other is an integral part of Resilinc’s culture. We actively welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a great place to work.

Benefits
We offer comprehensive benefits that are specific to each country. Your talent acquisition contact can provide you with a FAQ list for you region. Everyone at Resilinc is eligible for healthcare coverage, participation in the employee stock option program, retirement benefits, paid time off and learning and development opportunities.

Resilinc is well-funded , profitable, and shows no signs of slowing down. We run lean, work fast, and pivot quickly to accommodate our customers in order to keep supply chains moving.