Principal Lead, Support

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Principal Lead, Support based in India.

Role Overview

The Principal Lead, Support will play a pivotal role in strengthening support operations by translating customer contracts, service commitments, and entitlements into clear, actionable processes. This role focuses on improving operational efficiency, standardizing workflows, and ensuring reliable data and consistent service delivery. Working across Support, IT, Legal, Sales, Services, and other teams, you will drive cross-functional collaboration and continuous improvement. You will identify opportunities to leverage automation, analytics, and AI to simplify operations and reduce manual effort. Through effective change management, stakeholder engagement, and training, you will help teams adopt scalable, sustainable practices. This is an individual-contributor role offering the opportunity to influence operational excellence, strengthen governance, and deliver measurable business impact in a dynamic technology-driven environment.

Accountabilities

• Manage contract and support operations: Oversee the operational lifecycle of customer and support contracts, including intake, entitlement validation, scope verification, obligation tracking, exceptions, renewals, and transitions.
• Translate commitments into actionable processes: Convert contractual and commercial obligations into clear workflows, ownership structures, decision guidelines, and customer-facing practices, involving Legal when formal interpretation is required.
• Strengthen governance and risk management: Identify gaps in customer commitments and operational controls, coordinate resolutions across relevant teams, and improve data quality, entitlement accuracy, and audit readiness.
• Drive process improvement: Evaluate end-to-end workflows to eliminate unnecessary complexity, duplication, rework, and unclear handoffs. Develop scalable processes that balance standardization with documented exceptions.
• Develop operational frameworks: Create and maintain standard operating procedures, process documentation, decision trees, templates, accountability models, controls, and escalation paths to support consistency and continuous improvement.
• Coordinate cross-functional initiatives: Work closely with Support, IT, platform, data, Legal, Sales, and Services teams to define requirements, align priorities, establish service expectations, and deliver operational enhancements.
• Optimize tools, data, and workflows: Support improvements to integrations, reporting, workflow systems, and data quality while promoting reliable sources of information for contracts, customer details, entitlements, and support activities.
• Enable responsible automation and AI adoption: Identify and prioritize practical use cases, define data requirements and human oversight measures, establish safeguards and success metrics, and support pilots and broader implementation.
• Lead change and adoption: Develop clear communications, role-specific guidance, and training materials while gathering stakeholder feedback to encourage adoption and reinforce new ways of working.
• Measure performance and sustain improvements: Monitor process compliance, adoption, data accuracy, user experience, and business outcomes. Identify risks, facilitate decisions, and ensure improvements deliver lasting value.

Requirements

• Relevant professional experience: Demonstrated experience in contract management, support operations, business operations, business analysis, process improvement, transformation, or a related discipline.
• Contract and service commitment management: Ability to translate customer, commercial, contractual, and service obligations into practical workflows, operational controls, and clearly defined responsibilities.
• Process design and optimization: Proven ability to map, document, analyze, and improve cross-functional processes, reduce inefficiencies, and implement repeatable operating practices.
• Technology and requirements gathering: Experience collaborating with technology, IT, or platform teams to define business requirements and support the delivery of workflow, integration, reporting, or data-quality improvements.
• Automation, AI, and analytics: Practical understanding of how automation, AI, or analytics can improve business processes, including awareness of appropriate safeguards, human review, and measurable outcomes.
• Stakeholder and change management: Strong communication, facilitation, collaboration, and stakeholder management skills, with the ability to build alignment across teams and support organizational change.
• Execution and problem-solving: Excellent analytical thinking, organizational skills, prioritization, and sound judgment, with the ability to manage initiatives from discovery and requirements definition through implementation and adoption.
• Confidentiality and governance: Ability to handle sensitive customer, commercial, contractual, and operational information responsibly and maintain appropriate standards of confidentiality.
• Industry experience: Preferably 10 or more years of experience in SaaS, technology, insurance, customer support, professional services, or another complex service-delivery environment.
• Specialized operational knowledge: Familiarity with support entitlements, service-level agreements, scope governance, renewals, contract lifecycle management, or exception management is an advantage.
• Systems and tools: Experience with ServiceNow, CRM or contract management platforms, knowledge management systems, workflow automation, business intelligence tools, or AI-enabled workflows is preferred.
• Continuous improvement methodologies: Knowledge of Lean practices, process mapping, Agile delivery, change management, or operational adoption and performance metrics is beneficial.
• Education: A bachelor's degree in business, operations, information systems, legal studies, technology, or a related field is preferred. Equivalent practical experience will also be considered.

Benefits

• Remote work: Opportunity to work remotely from India.
• Full-time opportunity: A full-time position focused on operational excellence, process transformation, and continuous improvement.
• Cross-functional exposure: Collaborate with diverse teams across Support, IT, Legal, Sales, Services, and other business functions.
• Technology-driven impact: Contribute to practical applications of AI, automation, analytics, and workflow optimization.
• Professional development: Build expertise in contract operations, governance, business transformation, process improvement, and technology-enabled service delivery.
• Meaningful ownership: Influence operational standards, improve customer commitment management, and help deliver measurable improvements in efficiency, data reliability, and service quality.

How Jobgether works:We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1