Jobs / Chile / Intersystems Corporation
Regional Head of Product Support
Intersystems Corporation · 🌍 Chile
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About the role
Job Summary The Regional Head of Product Support provides executive leadership, strategic direction, and operational accountability for Product Support across the LATAM region. As a key member of the regional leadership team, the role is accountable for the overall performance, maturity, and strategic evolution of the regional Product Support organisation, while representing the function with customers, partners, and senior internal stakeholders. The role is responsible for driving service excellence through the continual evolution of the Product Support operating model, organisational capability, and measurable operational improvement aligned with regional business priorities and global strategy. The role leads the regional Product Support organisation and represents the function at executive customer forums, governance meetings, and strategic business discussions across the region. Success in this role will be measured by exceptional customer outcomes, organisational capability, operational excellence, and the continued evolution of Product Support as a strategic differentiator for the business. Responsibilities • Champion a customer-first culture across the regional Product Support organisation, ensuring customer interactions strengthen customer satisfaction, trust, and long-term partnership while delivering measurable business value. • Provide visible and credible leadership to customers, partners, and internal stakeholders, representing Product Support at executive governance and strategic customer forums while acting as the senior escalation point for complex or business-critical matters. • Act as a key member of the LATAM regional management team, shaping regional strategy, contributing to commercial and investment discussions, and influencing resource planning and operational decision-making beyond functional boundaries. • Lead the regional Product Support organisation through experienced managers, with accountability for workforce planning, organisational capability, performance, succession, and leadership development. • Influence global and regional product strategy, development priorities, and investment decisions by representing regional customer needs and operational insight at executive governance forums. • Own the regional service delivery operating model across Incidents, Service Requests, Enhancement Requests, and upgrades, ensuring effective prioritisation, demand management, and alignment with contractual commitments, customer outcomes, and business priorities. • Establish and lead regional service governance, defining performance frameworks, KPIs, and service metrics while using operational analytics and executive reporting to drive accountability, informed decision-making, and continual service improvement. • Embed a consultative approach to customer engagement, ensuring the team understands the underlying business requirement and defines appropriate, sustainable solutions rather than defaulting to agreement or tactical fixes. • Provide executive oversight for major incident management, change governance, and release and deployment readiness, ensuring effective stakeholder communication, proactive risk management, and minimal disruption to customer operations. • Lead the modernisation and continual evolution of the regional Product Support operating model, incorporating best-practice service management frameworks, automation, tooling enhancements, and data-driven decision-making. • Strengthen communication and escalation practices across regional and global stakeholders, fostering transparency, alignment, and effective cross-functional collaboration. • Develop future regional support leaders and embed a culture of ownership, innovation, and constructive challenge across the regional Product Sup