Global Program Lead- Support Tooling Programs & Enablement

Global Program Lead- Support Tooling Programs & Enablement Department: Community Operations Team: Strategy & Program Operations Location: Bangalore, India **About The Team** The Global Fix Experience (GFX) Team is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. 1) We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. 2) We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots. **About the Role** The Global Program Lead – Support Tooling Programs & Enablement is responsible for driving operational excellence, establishing scalable support programs, improving investigation and escalation workflows, and ensuring global readiness for new product or feature launches, and new work intake. This role strengthens GFX operations and the end-to-end support tooling strategy through robust performance frameworks, enablement programs, process optimization, and cross-functional coordination.This leader ensures GFX teams have the tools, training, processes, and operational infrastructure required to consistently deliver high-quality investigations and accurate resolution to improve overall customer experience. Moreover, this lead will also act as the Shift Lead/Manager for APAC on Critical Outages. **What the Candidate Will Need / Bonus Points:** ### _**Program Management & Continuous Improvement**_ - Lead & program manage global programs on support tooling aimed at improving bug triage, outage handling, workflow consistency, and cross-team coordination. - Drive automation and optimization opportunities in processes, tooling, and operational workflows. - Collaborate broadly across Support Operations, Engineering, Product, Community Operations CX, and Quality teams. - Serve as the operationa