Responsibilities
- Run the assessment-to-execution cycle for each company in the current programme cohort, working directly with BU CEOs and Support Managers.
- Drive Support's operating-ratio improvements across the cohort, owning the operating plan, milestones, and tracking; translate ratio movement into clear P&L impact.
- Lead the diagnostic conversations with CEOs and Support Managers — sizing the opportunity, agreeing the plan, and following through to delivery.
- Present programme results and recommendations to the Everfield senior team.
- Use AI heavily in the programme's own process (assessments, benchmarking, reporting) and continue improving how the programme runs.
- Lead or co-lead initiatives that introduce AI into Support operations at the BU level (deflection, agent assist, knowledge, triage), partnering with BU champions and with Everfield's central AI, Product, and Tech leads.
- Expand the cohort over time: identify and onboard the next set of companies into the programme.
- Maintain results in companies that have already gone through the programme — keep tabs on their operating-ratio trajectory and intervene if regressions appear.
- Codify what works into repeatable playbooks so the programme scales without proportional headcount growth.
Requirements
- Operational leadership experience in Support within software businesses — enough to be credible with Support Managers on day one.
- Strong grasp of P&L concepts: how Support cost flows through gross margin, how staffing decisions show up in opex, how to size and defend an optimisation case.
- Comfort engaging CEOs on cost optimisation — direct, structured, commercially literate, and able to push back when needed.
- Track record of delivering measurable cost or efficiency outcomes in Support, not just process improvement.
- Comfort presenting results and recommendations to senior executives.
- Hands-on with AI tools and a clear point of view on where AI changes the Support cost equation — or a genuine appetite to learn fast and develop one.
Nice to Have
- Experience operating across a portfolio or multi-BU structure rather than a single company.
- Familiarity with common Support tooling (Zendesk, Intercom, Freshdesk, HubSpot Service Hub, Jira) at the level needed to challenge configuration choices.
- Exposure to post-acquisition integration environments.
- European market experience; comfortable working across Central and Eastern European and Western European BUs.
- Experience extending similar work into Professional Services — scoping, delivery hygiene, utilisation, and margin management.
