Regional Head of Product Support

InterSystems
Chile, Santiago
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 12+ yearsEducation: bachelorsSkills: ["Customer-first leadership","Executive communication","Operational excellence","Organizational transformation","Cross-functional collaboration"]

Provide executive leadership for Product Support across the LATAM region, owning performance, maturity, and strategic evolution of the organisation. Drive service excellence by modernising the operating model for incidents, service requests, enhancements, and upgrades, and by establishing governance, KPIs, and continuous improvement using operational analytics. Lead experienced managers, serve as the senior escalation point for complex matters, and represent customer needs at executive forums.

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FursaFursa
InterSystems
InterSystems
4 days ago

Regional Head of Product Support

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Last checked: 21 hours agoStatus: Live

Job Summary

Provide executive leadership for Product Support across the LATAM region, owning performance, maturity, and strategic evolution of the organisation. Drive service excellence by modernising the operating model for incidents, service requests, enhancements, and upgrades, and by establishing governance, KPIs, and continuous improvement using operational analytics. Lead experienced managers, serve as the senior escalation point for complex matters, and represent customer needs at executive forums.
Location: Chile, Santiago
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Champion a customer-first culture and ensure interactions strengthen satisfaction, trust, and long-term partnership.
  • •Provide executive leadership and act as the senior escalation point for complex or business-critical matters at governance and customer forums.
  • •Lead the regional Product Support organisation through experienced managers, accountable for workforce planning, capability, performance, succession, and leadership development.
  • •Own the regional service delivery operating model across incidents, service requests, enhancement requests, and upgrades, including prioritisation and demand management aligned to contractual commitments.
  • •Establish service governance (KPIs, performance frameworks) and provide executive oversight for major incident management, change governance, and release/deployment readiness while modernising the operating model using best-practice frameworks, automation, tooling enhancements, and data-driven decision-making.

Key Requirements

  • •12+ years leading enterprise software support and/or service organisations, including regional or multi-country operations.
  • •Demonstrated success leading senior management teams through organisational growth, operational transformation, and cultural change.
  • •Credibility engaging C-level executives, CIOs, and senior healthcare leaders.
  • •Experience leading support for complex enterprise software portfolios, preferably in healthcare; ability to balance customer outcomes, technical priorities, and commercial objectives.
  • •Bachelor’s degree in healthcare, Computer Science, or a related field; ITIL certification (preferred) and fluent English and Spanish (required).
Experience:12+ yearsEnterprise softwareHealthcareService management
Education:Bachelor's in healthcare, Computer Science or related field
Skills:Customer-first leadershipExecutive communicationOperational excellenceOrganizational transformationCross-functional collaboration
Certifications:ITIL
Languages:EnglishSpanish
Tech Stack:ITIL

Company Brief

InterSystems
Develops database management, interoperability, and analytics platforms—particularly for healthcare and financial services. Known for products like Caché, Ensemble, HealthShare and the InterSystems IRIS data platform enabling integrated data management and real-time applications.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Cambridge, United States
Founded: 1978
WebsiteLinkedIn