Assent is the leading AI native platform for supply chain sustainability and compliance, trusted by complex manufacturers and distributors around the world. Built and backed by experts who have led global compliance programs, our unified platform combines advanced AI, regulatory expertise, and the world’s largest supply chain data network to help organizations reduce risk, lower operational costs, and build trust across every tier of the value chain. From human rights and responsible sourcing to PFAS reporting and Digital Product Passports, Assent transforms regulatory complexity into actionable insights that drive real business outcomes.

With over 900 team members across India, North America, Malaysia, the EU, and Kenya and more than 1,000 customers globally, Assent brings together global perspective and deep domain expertise. Our hybrid work model enables teams to collaborate effectively across regions while staying connected to the communities where they live and work. As a certified B Corporation, we meet rigorous standards of social and environmental performance, transparency, and accountability. This reflects our commitment to building technology that drives business performance while creating long-term value for people and the planet.

People First. Technology Forward.

Our commitment to People, Culture & Community (PCC) is rooted in building a diverse, inclusive, and high-performing team. We recruit and retain team members with a range of backgrounds, experiences, and perspectives, while fostering a culture of belonging where all Assentees are respected, supported, and empowered to contribute.

As we continue to embed AI into how we work, we do so thoughtfully, enhancing human potential, supporting better decision-making, and prioritizing appropriate oversight, privacy, and fairness.

At Assent, we value your privacy and are committed to maintaining transparency in how we handle your personal information. As part of our talent acquisition and management processes, we may use AI technologies to support activities such as resume screening, candidate communication, and talent analytics.

Position Summary

The Manager, Global Support Operations is a strategic leadership role responsible for driving operational excellence, scalability, and data-driven decision-making, including the application of AI and automation to transform how Global Support operates and scales. This role leads a team of Business & Data Analysts and Project Managers, ensuring the successful delivery of high-impact initiatives that improve processes, enhance efficiency and elevate the overall support experience.

You will act as a critical connector between strategy and execution translating business priorities into structured programs, actionable insights and measurable outcomes. This role is accountable for building the operational backbone of Global Support through strong project governance, advanced analytics and continuous improvement initiatives.

This position is ideal for a highly strategic, data-driven leader who thrives in ambiguity, leads through influence and consistently identifies opportunities to simplify, scale, and elevate operations.

Key Requirements & Responsibilities 

1. Strategic Operations & Execution

• Own and lead the Global Support Operations function, aligning projects, analytics, and process improvements 

• Drive cross-functional initiatives that improve efficiency, scalability and customer and supplier experience

• Establish a structured operating model for prioritization, execution and measurement of key initiatives

• Optimize AI-driven opportunities by working with a process experts to workflow automation, provide predictive insights, create intelligent routing to improve scalability and decision velocity

2. Leadership & Team Development

• Lead, mentor, and develop a high-performing team of Data Analysts, Business Analysts, and Project Managers
   

• Foster a culture of accountability, innovation, and continuous improvement aligned with the #Elevate mindset

• Provide clear direction, coaching, and career development to build strong future leaders

• Set and manage clear goals, performance expectations, and success metrics

• Build team capability in leveraging AI tools and approaches, fostering a culture of experimentation, responsible use, and continuous learning

3. Data, Insights & Decision Support

• Oversee the development of dashboards for customers & suppliers, reporting frameworks and data models to drive visibility into performance and risks

• Ensure delivery of actionable and predictive insights leveraging advanced analytics and AI to anticipate trends, risks, and support demand

• Partner with leadership to define KPIs, success metrics, and measurement frameworks

• Enable a data-driven culture through self-service reporting and reduced manual analysis

4. Program Delivery & Operational Excellence

• Oversee execution of complex, cross-functional initiatives within global support with clear governance, timelines and measurable impact

• Establish best practices for project tracking, reporting and documentation consistency

• Identify and lead process improvements that reduce friction and increase scalability

• Leverage AI and automation to improve speed, quality, and operational efficiency across Global Services

• Strong leadership experience managing cross-functional teams (analytics, operations, project management).

• Exceptional strategic thinking and problem-solving skills, with the ability to translate ambiguity into structured execution.

• Proven ability to lead large-scale operational or transformation initiatives in a SaaS or support environment.

• Strong analytical mindset with experience leveraging data to influence decisions and drive outcomes.

• Excellent stakeholder management and communication skills, with the ability to influence at all levels.

• Deep understanding of process improvement, operational scaling, and efficiency optimization.

• You are proficient in creating dashboards and reports using business intelligence tools and comfortable navigating data systems independently to build insights without relying on developers.

• You are comfortable being creative with AI-powered tools (e.g., ChatGPT, Copilot, Gemini AI-based analytics platforms) to accelerate analysis, documentation, and solution design.

• You thrive in a fast-paced, ever-changing environment; you are highly adaptable, flexible and deal well with ambiguity.

• You can write or read basic scripts (e.g., SQL, Python, or Google Apps Script) to support a team that is using data analysis, automation, or systems integration.

Preferred Qualifications:

• 7–10+ years of experience in operations, business analysis, or program/project management in a SaaS or technology environment.

• 3+ years of leadership experience managing high-performing teams.

• Bachelor’s degree in Business, Analytics, Information Systems, or a related field.

• Experience supporting Customer Success, Support, or Global Operations teams.

• Proven track record of driving measurable improvements in efficiency, performance, and customer experience.

• Working knowledge of SQL, Python, or other scripting languages is a plus

Life at Assent

Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact [email protected] and we will be happy to help.  

We use AI to support parts of our recruitment process, such as note-taking and initial shortlisting based on job-related qualifications. AI does not make hiring decisions. All candidates will speak with a real person, and final decisions are always made by our recruitment team.