Head of Product Operations and Support

CAA is seeking a Head of Product Operations & Support to build and lead a new global function responsible for the operational success and support of critical business products across the company. Initially focused on a highly strategic financial platform supporting a large global user base, this leader will establish the support operating model, governance, reporting infrastructure, and cross-functional partnerships needed to ensure product reliability and a seamless user experience, while enabling Product and Engineering teams to focus on innovation and roadmap execution. This is a highly visible builder role with the opportunity to define how product support operates at CAA, stand up a new global capability, and create a scalable model that can expand to additional products and business functions over time.

• Build and lead CAA's Global Product Operations & Support function, establishing the vision, operating model, governance, and long-term roadmap.
• Create a scalable support organisation that can evolve from a single strategic platform to a broader portfolio of business-critical products, establishing the processes, standards, and decision-making frameworks needed to support a global user base and a growing product ecosystem.
• Partner with executive stakeholders to define success metrics, operating priorities, and the long-term strategy for the function.
• Lead a high-performing global team across internal staff, contractors, and third-party support providers, including providers globally distributed across regions and time zones.
• Foster a culture of accountability, operational excellence, customer focus, and continuous improvement, centered on ownership, responsiveness, and continuous learning.
• Build and lead the front-line product support function, serving as the primary operational interface for users of CAA's business-critical platforms.
• Establish scalable Level 1 and Level 2 support operations, including ticket intake, triage, issue routing, escalation management, incident response, and resolution workflows.
• Define severity frameworks, prioritization models, SLAs, and escalation paths to ensure business-critical issues are addressed quickly and effectively.
• Optimise end-to-end ticket management processes to improve support efficiency, streamline workflows, and create a seamless user experience.
• Ensure users receive timely communication, visibility into issue status, and confidence that requests are being addressed effectively.
• Ensure support teams are equipped with the training, documentation, knowledge resources, monitoring tools, and escalation procedures needed to support new product capabilities.
• Establish clear processes for routing and managing incidents, bugs, enhancement requests, training needs, and user experience issues.
• Partner with Product teams to reduce operational burden through clear ownership models and scalable support processes.
• Partner with Product leadership to develop dashboards and reporting frameworks that provide visibility into support effectiveness, product quality, and user experience and satisfaction.
• Partner with Product, Engineering, and Support teams to identify root causes of recurring issues and drive continuous improvement initiatives that improve platform stability and reduce operational friction.

• 10+ years of leadership experience in Product Operations, Product Support, Customer Success, Service Delivery, Technical Operations, Program Management, Business Operations, Enterprise Applications, or related functions.
• Proven experience building and scaling operational functions from the ground up, including support organisations, service delivery teams, or product operations capabilities.
• Experience leading product, technical, or customer support functions for enterprise software or other business-critical platforms, with a strong understanding of software development lifecycles, release management, incident management, and operational readiness.
• Demonstrated success leading complex cross-functional initiatives across Product, Engineering, Technology, and Business teams, including managing global teams, distributed workforces, and third-party service providers.
• Experience implementing and optimising ticketing systems, support workflows, dashboards, reporting frameworks, and KPI programs, with a proven ability to use data and operational insights to drive decisions and improve user experience.
• Exceptional communication, executive presence, stakeholder management, and influencing skills, with the ability to build scalable processes, teams, and operating models in ambiguous, fast-evolving environments.
• Experience supporting enterprise software, financial systems, ERP platforms, or other mission-critical internal business applications.
• Experience building Product Operations or support organisations within technology, media, entertainment, marketplace, or platform-based companies, including global or follow-the-sun support models.
• Experience with Jira, ServiceNow, Zendesk, Salesforce, Workday, or similar workflow and support management platforms, as well as AI-powered support tools, workflow automation, and analytics platforms.
• Experience translating customer or user feedback into product strategy, roadmap prioritization, and measurable product improvements.

• Hybrid – based in Nashville office

• Eligible for benefits and discretionary bonus

Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing, and philanthropy. Founded in 1975, CAA is headquartered in Los Angeles and has offices globally.