Operations Lead, Customer Technical Support

Job Description SummaryThe 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 DescriptionWe 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 linesIdentify process gaps, redundancies, and friction points across the support lifecycle and drive resolutionDevelop and maintain standard operating procedures (SOPs) and operational playbooksLead process harmonization efforts across product lines where feasibleOwn the design and formal