Role Overview

Lead Procurements centralized customer support team of approximately 20 contingent workers distributed globally, serving internal and external customers through email, live chat, ServiceNow and AI-enabled channels. Shape a highperforming team, coordinate workforce coverage across regions and build partnerships across Procurement to ensure consistent service delivery and customer experience. Contribute to tooling implementations, reporting, automation and AI integrations, combining operational leadership, coaching and customer insight to deliver scalable support and drive continuous improvement. 

Key Responsibilities 

Daily Operations & Service Management 

Lead daily operations for a global customer base, managing workforce planning, workload allocation, queue health, shift coverage and handoffs across time zones. 

Manage SLAs, backlog, aging, escalations and service risks. 

Act as the primary escalation point and subject-matter resource for support agents. 

Coordinate operations across regions to maintain consistent service quality and customer experience across channels and shifts. 

Govern team scope, ownership boundaries, routing and intake of new activities. 

Team Leadership & Coaching 

Lead onboarding, coaching, cross-training and ongoing capability development. 

Set clear performance expectations and provide regular, actionable feedback. 

Coach agents on customer experience, communication, problem-solving, procedures and case handling. 

Review customer interactions and case documentation to identify coaching and knowledge gaps. 

Quality, Knowledge & Controls 

Own quality reviews and ensure adherence to support standards and procedures. 

Develop and maintain playbooks, SOPs, response templates, decision guides and knowledge content. 

Address recurring issues by strengthening processes, controls and service consistency. 

Performance & Continuous Improvement 

Track demand, SLAs, resolution, backlog, aging, quality, escalations, rework and customer feedback. 

Use data and root-cause analysis to reduce avoidable demand, process friction and repeat queries. 

Report performance, risks, trends and improvement priorities to leadership. 

Bring the voice of the customer into support and Procurement process improvements. 

Tooling, Automation & Stakeholder Partnership 

Partner with Procurement business, process and technology teams on tooling implementations, automation and AI integrations to strengthen support. 

Support requirements, testing, adoption and ongoing enhancement of ticketing tools, Live Chat channels AI-enabled support and other digital channels. 

Translate operational and customer needs into practical, scalable technology solutions. 

Identify opportunities to automate processes, strengthen self-service and simplify the customer journey. 

Build stakeholder relationships and align teams on priorities, dependencies, risks and implementation outcomes.

Qualifications Required 

5+ years in customer support, service desk, shared services, contact center or a similar high-volume service environment, including team leadership. 

Experience managing digital support channels, including live chat, and overseeing SLAs, escalations, quality and operational performance. 

Strong people leadership, coaching, analytical and problem-solving skills. 

Strong stakeholder management and written and verbal communication skills. 

Experience developing SOPs, playbooks and knowledge content. 

Preferred 

Experience in procurement, procure-to-pay, sourcing, vendor management or enterprise shared services. 

Working knowledge of Amazon Connect, ServiceNow, case management, omnichannel support, knowledge management, automation or conversational AI. 

Experience partnering with business, product and technology teams to translate operational needs into scalable solutions.