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.