Principal, GCC Operations Manager (Remote)

Overview

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries.

Our 1,200 global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.  For more information, visit www.jaggaer.com 

We are seeking a highly motivated and experienced Principal, GCC Operations Manager to drive performance excellence within our Global Support organization. In this critical role, you will be the driving force behind optimizing team productivity, enhancing agent effectiveness, and ensuring exceptional customer experiences. You will be a key partner to support managers, providing guidance, mentorship, and data-driven insights to elevate team performance and achieve operational goals.

Principal Responsibilities

Position Responsibilities:

• Performance Management & Analysis:
  • Develop and maintain key performance indicators (KPIs) and performance dashboards to track team and individual performance across various support channels (e.g., phone, email, chat).
  • Analyze performance data to identify trends, areas of excellence, and opportunities for improvement.
  • Conduct root cause analysis to understand performance gaps and develop action plans for improvement.
  • Create and deliver regular performance reports to stakeholders, highlighting key achievements, challenges, and recommendations.
• Process Optimization:
  • Evaluate existing support processes and workflows to identify areas for streamlining and efficiency gains.
  • Collaborate with support managers and other stakeholders to implement process improvements and best practices.
  • Drive initiatives to improve first call resolution (FCR), reduce handle times, and enhance customer satisfaction.
• Team Development & Mentorship:
  • Provide guidance and mentorship to support managers on performance management techniques, coaching strategies, and employee development.
  • Facilitate training sessions and workshops on relevant topics such as performance improvement, quality assurance, and data analysis.
  • Foster a culture of continuous improvement and learning within the Global Support team.

• Reporting & Communication:
  • Prepare and present performance reports to senior management, highlighting key trends, insights, and action plans.
  • Communicate effectively with stakeholders at all levels, ensuring alignment on performance goals and initiatives.

• Collaboration:
  • Partner closely with other departments such as Human Resources, Training, and Product Development to ensure alignment on performance goals and initiatives.

Position Requirements

What You Will Bring:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 5 years of experience in a performance management or operations role, preferably within a customer support environment.
• Strong analytical and problem-solving skills with the ability to interpret data and draw actionable insights.
• Proven experience in developing and implementing performance improvement initiatives.
• Excellent communication, interpersonal, and presentation skills.
• Proficient in data analysis tools and performance management software.
• Experience working with global teams is a plus.
• Experience with SalesForce, Excel, PowerPoint and Tableau is a plus.

What We Offer:

At JAGGAER, we are committed to supporting you and your family’s well-being. Your health is a priority, and we offer a range of programs to help you stay well and thrive. Our benefits include exceptional medical, dental & vision plans, adoption assistance, wellness reimbursements, generous parental leave, 401(k) matching, flexible work options, unlimited vacation for exempt employees, and more!

Our Values:

At JAGGAER, our values shape everything we do—from supporting customers and collaborating with teammates to building products and fostering our culture.

Be Collaborative: Promote mutual respect, work productively with others, and share responsibility for success.

Be Accountable: Own your actions, learn from challenges, and stay proactive to achieve results.

Be Adaptable: Embrace change, encourage innovation, and stay effective through significant transitions.

EEO:

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military, or veteran status, mental or physical disability, or other applicable legally protected characteristics.

ACCESSIBILITY:

JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process, please send a request to: hr@jaggaer.com All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Pay Transparency Nondiscrimination Provision (dol.gov)

Know Your Rights: Workplace Discrimination is Illegal (dol.gov)