Global Operations Manager

Department: Operations (Engineering Services & Customer Support)

Location: Austin, Texas

Description

The Global Operations Manager will lead and scale the operational capabilities of the customer support and engineering services functions globally. This role ensures seamless customer experiences, operational excellence, and alignment between support and engineering teams. The Global Operations Manager will drive process optimization, performance management, and cross-functional collaboration to support the company’s growth objectives.

This strategic leader will oversee our customer support and engineering services teams worldwide, delivering exceptional customer experiences and scalable operations. Thriving in a fast-paced SaaS environment, the Global Operations Manager will bridge technical delivery and customer success.

Key Responsibilities

• Lead Global Teams: Manage and scale our Customer Support and Engineering Services teams across regions, ensuring top-notch performance and alignment with company goals.
• Drive Operational Excellence: Standardize and improve processes, playbooks, and tools to boost efficiency and scalability.
• Enhance Customer Experience: Ensure a consistently high-quality experience for our customers around the world, handling escalations and championing continuous improvement.
• Collaborate Across Departments: Work closely with Product, Engineering, Sales, and Customer Success to support smooth implementations, product readiness, and issue resolution.
• Strategic Leadership: Develop and execute operational strategies aligned with business objectives, while building a high-performing, customer-centric team culture.
• Monitor & Optimize Performance: Set and track KPIs, manage team performance, and use data to identify trends, risks, and opportunities.
• Enable Self-Service & Knowledge Sharing: Oversee internal documentation and knowledge management to support both customers and internal teams.
• Support Key Accounts & Growth Initiatives: Partner with internal stakeholders to meet the needs of strategic customers and support Factbird’s global growth.
  
  

Skills, Knowledge and Expertise

• Bachelor’s degree in Business, Engineering, or related field (Master’s or MBA is a plus).
• 7+ years of experience in operations management, ideally within a fast-paced SaaS or tech environment.
• Proven track record leading global customer support and/or engineering services teams through scale-up or transformation.
• Strong background in process optimization, performance management, and cross-functional collaboration
• Familiarity with SaaS product lifecycle, product release processes, and working closely with product/engineering teams.
• Comfortable working with data and defining KPIs to drive continuous improvement
• Strategic mindset with a hands-on approach—you’re not afraid to roll up your sleeves when needed.
• Excellent communication and stakeholder management skills, especially in high-growth or change-heavy environments.
• Experience in working with distributed/remote teams across multiple time zones.
  
  

Why Join Factbird?

• Competitive salary.
• Flexible working hours and remote-first setup.
• Travel opportunities across North America.
• Internet reimbursement and gear for your home office.
• Structured onboarding and hands-on product training.
• Work with a fun, humble, and passionate international team.
• Annual team retreats and off-sites.