Principal Lead, Support

• Support Lead Operations

Position summary

The Support Lead Operations strengthens how Majesco manages customer and support commitments throughout the support lifecycle. This individual-contributor role turns contract terms, entitlements, and service obligations into clear, reliable operating practices. The Lead improves processes, data, and tools; identifies practical automation and AI opportunities; and enables teams to adopt lasting improvements.

Key responsibilities

• Contract and support operations
  • Manage the operational lifecycle of customer and support contracts, including intake, entitlement and scope validation, obligation tracking, exceptions, renewals, and transitions.
  • Translate contractual and commercial commitments into support workflows, ownership, decision guidance, and customer-facing practices; involve Legal when formal interpretation is needed.
  • Identify commitment gaps and operational risks, coordinate resolution across Support and partner teams, and strengthen controls for data quality, entitlement accuracy, and audit readiness.
• Process improvement
  • Assess end-to-end workflows to reduce variation, rework, unclear handoffs, and duplicate effort; define scalable processes with documented exceptions where needed.
  • Create practical SOPs, ownership models, decision trees, templates, controls, and escalation paths, and establish feedback loops for continuous improvement.
  • Facilitate cross-functional alignment on process requirements, accountability, priorities, and service expectations.
• Tools, data, automation, and AI
  • Partner with Support, IT, platform, data, Legal, Sales, and Services teams to turn business needs into requirements and deliver workflow, integration, reporting, and data-quality improvements.
  • Test enhancements in real operating conditions and promote reliable sources of truth for contract, entitlement, customer, and support information.
  • Identify and prioritize practical automation and AI use cases; define data needs, human review, safeguards, success measures, and operating procedures, then support pilots and rollout.
• Adoption and stakeholder leadership
  • Lead change enablement through clear communications, role-based guidance, training, and stakeholder feedback.
  • Track adoption, process compliance, data quality, user experience, and business impact; surface risks and drive decisions through to sustained use.

Required qualifications

• Progressive experience in contract management, support or business operations, process improvement, business analysis, transformation, or a related field.
• Experience translating customer, service, support, or commercial commitments into executable processes and controls.
• Demonstrated ability to document and improve cross-functional processes and to gather requirements with technology or platform teams.
• Practical understanding of AI, automation, or analytics and how to apply them to business processes responsibly.
• Strong written communication, facilitation, stakeholder management, problem-solving, and organizational skills; able to manage priorities and deliver work from discovery through adoption.
• Sound judgment when handling confidential customer, commercial, contractual, and operational information.

Preferred qualifications

• 10+ years of experience in SaaS, technology, insurance, customer support, professional services, or another complex service-delivery environment.
• Familiarity with support entitlements, service levels, scope governance, renewals, contract lifecycle management, or exception management.
• Experience with ServiceNow, CRM or contract platforms, knowledge systems, workflow automation, business intelligence, or AI-enabled workflows.
• Knowledge of Lean or continuous improvement, process mapping, Agile delivery, change management, or adoption and operational metrics.
• Bachelor’s degree in business, operations, information systems, legal studies, technology, or a related field; equivalent practical experience is also valued.

What success looks like

• Support teams can clearly see and consistently execute customer commitments, entitlements, scope, ownership, and escalation paths.
• Processes are simpler and repeatable, with risks and necessary exceptions visible and controlled.
• Contract and operational data is reliable and useful for service delivery and decision-making.
• Tools and workflows reduce avoidable manual effort and improve visibility; AI and automation are adopted responsibly and deliver measurable value.
• Changes are reinforced through effective communication, training, accountability, and continuous feedback.