Operations Support Lead

About us AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa. About AB InBev Growth Group Created in 2022, the Growth Group unifies our business-to-business (B2B), direct-to-consumer (DTC), Sales & Distribution, and Marketing teams. By bringing together global tech and commercial functions, the Growth Group allows us to fully leverage data and drive digital transformation and organic growth for AB InBev around the world. In addition to supporting well known global beer brands like Corona, Budweiser and Michelob Ultra, the Growth Group is home to a robust suite of digital products including our B2B digital commerce platform BEES, on-demand delivery services Ze Delivery and TaDa Delivery, and table top beer keg PerfectDraft. We are an exceptional team, focused on understanding and supporting consumer and customer needs, harnessing new technology, and scaling growth opportunities. Role Overview: Leading day-to-day Support operations, ensuring adherence to SLAs and quality standards, driving continuous improvement, and serving as the primary liaison between Customer, Product, Engineering, and Operations teams. This role carries significant leadership responsibilities, with a strong focus on operational excellence, process management, incident management, stakeholder engagement, and clear, business-oriented communication. This position is assigned to the second shift, working Monday through Friday, from 4:00 PM to 1: 30 AM. Key Responsibilities Team Leadership & Coverage Structure and coordinate Support team schedules, including shift planning, coverage balance, and on-call rotations. Manage team roster and ensure service continuity across business hours and after-hours escalations. Assist with hiring processes (interviews), access provisioning, and onboarding of new team members. Facilitate daily operations (ceremonies/rituals, routines), remove blockers, and maintain alignment to goals and delivery standards. Oversee shift handovers, ensuring clear context, status, risks, and next actions for operational continuity. Incident Management & Operational Bridges Lead or support incident calls and operational bridges, coordinating stakeholders end-to-end. Standardize processes for escalations, incident response, and problem management to minimize recurrence. Operational Excellence Ensure all deliverables meet SLA and quality standards; monitor backlog , MTTA/MTTR, and ticket aging. Review tickets for accuracy, completeness, customer clarity, and quality ; coach the team on best practices and standards. Define and maintain playbooks, SOPs, troubleshooting guides, and runbooks, ensuring versioning and compliance. Lead and participate in the yearly OKR cycle, ensuring tracking, and delivery of operational OKRs, and partner with leadership on the strategic development and execution of support initiatives. AI Tools for Enhanced Support Efficiency Utilize AI-powered solutions (such as chatbots, automated ticket triage, and knowledge base search) to streamline incident resolution and service request handling. Apply AI-driven insights to proactively identify recurring issues, recommend solutions, and optimize support workflows. Continuously update and maintain familiarity with emerging AI tools relevant to IT support, ensuring best practices are adopted. Document the use and outcomes of AI tools in the ticketing system to support knowledge sharing and process improvement. Mentor team members on effective AI tool usage, fostering a culture of innovation and continuous improvement. Process Optimization & Continuous Improvement Identify efficiency opportunities across workflows, tooling, and handoffs; implement measurable improvements. Build a self-managing culture of autonomy, critical thinking, and ownership of outcomes. Lead initiatives to elevate operational delivery standards and customer experience. Support continuous improvement of operational processes and documentation. Communication & Alignment Serve as the main point of contact for stakeholders; handle escalations with structured updates. Produce clear, structured, and business-oriented communications (status, decisions, impacts, next steps). Prepare content for weekly review meetings (insights, risks, dependencies, improvement proposals). Maintain alignment with Product, Customers, Engineering and Operations to ensure strategy, processes, and roadmaps are synchronized. Provide concise updates to senior leadership, communicating trade-offs and timelines transparently. Reporting & Governance Track and report KPIs; present performance results, trends, and action plans to leadership. Maintain documentation repositories and audit readiness (process maps, SLAs, RACI, compliance artifacts). Manage operational tools, databases, and ensure compliance with internal policies. Key KPIs (Examples) SLA Attainment (response/resolution) CSAT / NPS (support satisfaction) Backlog & Aging MTTA / MTTR (acknowledge/resolve times) First Contact Resolution & Reopen Rate Ticket QA Score Change Success Rate & Incident Recurrence Required Qualifications Fluent English; Advanced Spanish (written and spoken). Proven experience in Support Operations, Service Delivery, or IT/Tech Support coordination. Strong skills in ticket/incident management, change readiness, escalations, and SLA governance. Demonstrated ability to plan coverage, manage shift schedules, and coordinate onboarding/access provisioning. Data-driven decision-making; able to define goals, KPIs, and improvement strategies. Excellent communication, stakeholder management, and cross-team alignment abilities. Preferred Qualifications Experience with ITSM/ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk). Familiarity with documentation tooling (Confluence/SharePoint) and reporting (Excel/Sheets, BI). Knowledge of incident/problem/change management practices and operational playbooks. Experience coordinating multi-zone operations and presenting to senior leadership. Exposure to product-operational handoffs and customer-facing support environments. Familiarity with ITIL concepts; experience working with global teams. Previous experience in shift-based or 24x7 environments. Core Competencies / Soft Skills Ownership & Accountability Attention to Detail Critical & Systems Thinking Prioritization & Risk Analysis Continuous Improvement Mindset Clear Written/Verbal Communication Stakeholder & Expectation Management Process Management Calm Under Pressure Adaptability in Fast-Changing Scenarios What We Offer: Performance based bonus* Attendance Bonus* Private pension plan Meal Allowance Casual office and dress code Days off* Health, dental, and life insurance Medicines discounts WellHub partnership Childcare subsidies Discounts on Ambev products* Clube Ben partnership Scholarship* School materials assurance Language and training platforms Transport allowance *Rules applied Equal Opportunity & Affirmative Action: AB InBev Growth Group is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon of race, color, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other applicable legally protected characteristics. The following fields are optional, but anticipate the information for your registration*. Remember: your data will never be used as elimination criteria in selection processes. With them, AB InBev Growth Group is able to analyze diversity and reduce biases in selection processes. We want to contribute to changing this reality by being an inclusive company.