Head of Software Operations Centre @ Shipbob Director, Software Operations Center | Technical Support & Reliability Leader I lead the Software Operations Center at ShipBob, overseeing global technical support and software operations for mission‑critical fulfillment and logistics platforms. My focus is on delivering reliable, timely, and high‑quality technical support while ensuring platform stability, incident response excellence, and strong customer outcomes. With 14+ years of experience and a solid engineering background supported by Oracle certifications (OCA/OCJP), I specialize in building and scaling customer‑facing technical support teams, establishing robust incident, escalation, and problem management processes, and leveraging tooling and automation to improve MTTR, availability, and operational efficiency. I work closely with Engineering, Product, SRE, Customer Success, and senior leadership to drive root cause analysis, influence product improvements, and align support operations with business priorities. I’m known for leading teams that perform effectively in high‑pressure, high‑volume environments while maintaining exceptional customer experience. With a proven 98% CSAT and strong customer retention outcomes, I’m a service‑minded leader passionate about technical excellence, operational rigor, and empowering customers through dependable support.