Head of Support, Lambda

• 12+ years of experience Leading technical support, service delivery, or operations teams, with at least 3 years in a senior leadership role
• Proven ability to scale support organizations in high-growth, infrastructure, or SaaS environments
• Strong understanding of GPU/AI infrastructure, data centers, and managed services (Kubernetes, Slurm, HPC)
• Demonstrated expertise in incident management, escalation handling, and SLA governance
• Experience reviewing customer contracts and working cross-functionally to ensure support feasibility
• Executive presence with ability to prepare and deliver business reviews and reporting for both customer and internal audiences
• Skilled at balancing multiple complex projects in a fast-paced, dynamic environment
• Excellent written and verbal communication, with the ability to influence executives, customers, and technical teams

Desirable

• Medtronic’s Diabetes Operating Unit is seeking a Legal Operations Program Manager to join its high-impact Legal & Compliance team
• In this role, you will support the Director of Legal Operations in executing key operational initiatives that enhance the effectiveness, efficiency, and scalability of the legal function
• You will lead and support cross-functional projects across legal billing, litigation operations, Sunshine Act compliance, technology optimization, and process improvement
• This is a hands-on role with significant exposure to legal leadership, compliance teams, IT, and external vendors
• Your work will directly contribute to how legal services are delivered, measured, and continuously improved across the organization
• This position is an exciting opportunity to work with Medtronic's Diabetes business
• Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements
• This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility
• As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care
• Lead and scale a multi-tier global support organization, spanning Core and SuperIntelligence Support teams
• Drive the scaling of SuperIntelligence Support, ensuring processes, tools, and staffing are ready to meet hyperscale customer demands
• Oversee contract feasibility reviews for new customer deals, ensuring promises made to customers are realistic, executable, and fully supported
• Own critical incident and escalation management, ensuring clear ownership, structured communication, and timely resolution
• Establish and track key metrics (SLA adherence, MTTR, CSAT, NPS, time-to-next-action, and cross-divisional performance), and present findings to executives and customers
• Prepare and deliver Monthly Operations Review (MOR) materials, ensuring leadership has visibility into performance, reliability, and problems
• Build and maintain documentation, playbooks, and reporting frameworks that create consistency, transparency, and scalability
• Partner with Sales, Engineering, Data Center Operations, and Product to ensure support delivery is aligned with both business strategy and customer success
• Develop and implement a support enablement strategy, expanding scope, offloading work from engineering, and improving first-contact resolution
• Mentor and grow support leaders and ICs, defining career paths and creating succession plans
• Balance multiple high-impact projects in a fast-moving environment with shifting priorities, maintaining focus on customer trust and operational excellence