Support Operations Lead – Workforce Management, Incident & Quality

About the Role The Support Operations Lead is responsible for leading a team of Support Operations Analysts focused on quality and performance across MRI Software's global Support organization. This role provides both strategic direction and hands-on leadership to ensure consistent, scalable, and high-quality support delivery worldwide. The Lead partners closely with Support Leadership, Regional Managers, Enablement, and Systems teams to ensure operational readiness, performance transparency, and continuous improvement across all support delivery channels. The ideal candidate brings strong operational expertise, proven people leadership, and the ability to drive global alignment and measurable outcomes. What You Will Do Team Leadership & Development Lead and develop a team of Support Operations Analysts Set clear expectations, priorities, and success metrics for the team Ensure consistent execution of quality and performance responsibilities Quality, Performance & Continuous Improvement Own global quality and performance monitoring frameworks Define, track, and continuously improve key support KPIs and quality metrics Analyze operational data to identify trends, risks, and improvement opportunities Lead continuous improvement initiatives that improve: Customer experience Operational efficiency Cross-region consistency Process Ownership & Enablement Own and govern operational process documentation related to: Quality standards Performance reporting Ensure documentation is accurate, current, and consistently applied globally Partner with Enablement teams to operationalize new tools, processes, and reporting Cross-Functional & Global Collaboration Act as a key operational partner to: Global Support Leadership Support Enablement and Delivery team Drive global alignment on support quality and performance related processes What We Are Looking For Required Experience & Qualifications 5+ years of experience in support operations with focus on quality and performance across support systems and channels Proven experience leading teams in an operational environment Experience with CRM and support platforms such as: Salesforce Zendesk Freshdesk Experience working within a global or multi-region support organization Skills & Competencies Strong people leadership and coaching skills Advanced analytical and problem-solving abilities, with a focus on actionable insights Strong continuous improvement mindset including AI enablement Excellent written and verbal communication skills Ability to influence across teams and regions without direct authority Core Attributes Execution-focused with strong operational discipline Comfortable balancing tactical needs with strategic improvements Proactive, adaptable, and collaborative Confident operating in evolving, complex global environments Nice to Have Experience supporting SaaS or enterprise software organizations Familiarity with quality assurance methodologies Experience designing quality KPIs and performance reporting Benefits Career growth opportunities in a diverse and supportive work environment. Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks) Hybrid Working Arrangement (2 days WFH) HMO coverage with free dependent upon hire. Free 24/7 access to our office gyms (Ortigas and Makati) Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Plus, additional benefits. About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you! MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself! At MRI, our company culture is more than a talking point – it's what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We're completely dedicated to making this the best job you've ever had! We want our teams to love working here, so we've created some incredible perks for you to enjoy: Join our employee-led resource groups to maximize your experience at work. Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program. Utilize 16 hours of paid time to volunteer. Know great workers? Our generous employee referral scheme rewards you for bringing in talent. Enjoy peace of mind with our regional-specific healthcare benefits for you and your family. Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee. Maintain a fantastic work-life balance with PTO days plus observed holidays. Further your professional development and growth with our tuition reimbursement offerings. Enjoy the flexibility of working from anywhere in the world for two weeks out of the year. And more! Now, take a glimpse into some of the fun we have here: MRI Software Instagram