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Head of SaaS Operations

BGC, Manila, Philippines

Reports to: General Manager (GM), Manila

Core Mission: To own the operational performance and support of our live SaaS products. Your mission is to lead the Application Support and Data Annotation teams to ensure that customer issues are resolved within SLA and that our business operations continue seamlessly, with or without automation.

 

Key Responsibilities:

  1. Leadership & People Management:
  • Lead a department of operational teams, including directly managing the senior Application Support Specialists and the Team Leads of the Data Annotation team.
  • Own the complete people management lifecycle for your department: conduct performance reviews, manage career growth, own the hiring process for new team members, and foster a culture of quality and accountability.
  1. Production Stability & Incident Response:
  • Own Incident Response: You are the senior commander for all application-level incidents. You will oversee the Application Support team to ensure all customer issues are triaged, prioritized, and resolved according to their SLAs.
  • Drive Continuous Improvement: Own the post-mortem analysis for all significant incidents. You are responsible for diagnosing the root cause (People, Code, Infra) and assigning the follow-up actions to the correct daytime teams (e.g., Head of App Dev, Jester) to prevent recurrence.
  1. Business Continuity & Operational Readiness:
  • Own the "Human Fallback": You are accountable for the Data Annotation teams' "human fallback" mission. You must ensure these teams are always trained and ready to manually book cases when automation fails, guaranteeing a 100% Daily Case Clearance Rate.
  • Be the Voice of the Operator: Act as the primary champion for your support and data annotation teams. Consolidate their feedback and pain points to provide clear, data-driven problem statements to the Product and Development teams.
  1. Cross-Functional Partnerships:
  • Partner with Application Development: You are the primary internal customer for the Application Development. You bring them a prioritized list of bugs and production issues that need to be fixed to improve stability.
  • Enable Customer Success (CS): During incidents, you are accountable for providing the CS team with timely, accurate, and clear information, enabling them to manage customer expectations effectively.

 

 

Measures of Success (KPIs):

  • Service Management: High Application Support Ticket Resolution Time (SLA Adherence %).
  • Business Continuity: A 100% Daily Case Clearance Rate from the Data Annotation teams.
  • Problem Resolution: A measurable Quarter-over-Quarter Reduction in Recurring Incidents.
  • Team Health: A low Department Voluntary Attrition Rate (%).

 

Qualifications:

  • Proven experience in a senior leadership role in a 24/7 operational environment (e.g., Head of Operations, Application Support Manager, SRE Manager).
  • Deep expertise in IT Service Management (ITSM) principles, including incident management, SLAs, and root cause analysis.
  • A strong background in people management, with demonstrated experience conducting performance reviews and coaching both individual contributors and team leads.
  • A "process-first" mindset, with a history of improving operational workflows.
  • Excellent cross-functional leadership skills, with the ability to partner effectively with peers in Product, Development, and DevOps.

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