VP Global Platform Support

The Global Platform Support Leader is responsible for ensuring CTM's global technology platforms are delivered, supported, configured, and utilized across all regions.

This role owns escalated support globally, complex product implementations, global support frameworks, training standards, and systemic issue resolution. The Global Platform Support Leader acts as the central escalation authority for issues that exceed regional capability and ensures consistent support models, governance, and operational readiness worldwide.

While Level 1 or Level 2 support teams will remain under existing regional support models this role will define, global support standards, provides escalation resolution, ensures disciplined support governance, and ensures regional teams are prepared to support global products and services.

This role operates within CTM's global product and engineering model and does not own product roadmap prioritisation or engineering delivery, but is accountable for global platform stability, structured escalation management, and identifying systemic improvements that inform Product and Engineering decisions.

Standard

Own Level 3 support escalations across all regions, ensuring consistent and timely resolution of escalations beyond regional Level 2 capability.
• Partner with Global Engineering (Level 4) on issues requiring code fixes, architecture changes, or release-based remediation.
• Ensure disciplined escalation management aligned with the defined global support framework.
• Monitor systemic patterns and recurring issues, escalating root-cause insights to Product and Engineering.
• Maintain global visibility into platform health, product utilisation, escalation trends, and service quality metrics.
• Lead delivery of high-complexity configurations and multi-system integrations.
• Establish and maintain global configuration standards for complex implementations.
• Support partner implementations, ensuring consistency in global platform setup and quality control.
• Ensure repeatable implementation frameworks that reduce duplication and rework across regions.
• Define and maintain global support standards, ticketing flows, escalation paths, SLAs/XLAs, tooling, and reporting models.
• Ensure consistency across regions in how support is delivered and measured.
• Define global standards and performance expectations for Level 1 and Level 2 support teams that are managed within the regional teams, ensuring consistent service quality prior to escalation.
• Drive continuous improvement in support processes, documentation, and knowledge management.
• Oversee global knowledge base standards and structured documentation practices.
• Develop and maintain global training frameworks to ensure consistent onboarding and product adoption.
• Ensure support materials remain aligned with product releases and platform evolution.
• Partner with regional technology leaders to ensure readiness for new releases and complex changes.
• Partner with global product teams to ensure support insights inform roadmap prioritisation.
• Collaborate with Program Management to ensure release readiness and post-launch stability.
• Build strong working relationships with regional technology leaders to ensure clear support boundaries and accountability.
• Serve as the global authority on support framework design and platform operational standards.
• Domestic (and global) travel is a requirement for this position. An accommodation may be considered under the Americans with Disabilities Act, but a bona fide reason must exist. The company will engage in the interactive process as necessary.

• This role leads global specialists responsible for ensuring platform stability and consistent support frameworks across CTM.
• Foster a 'one team' culture across global and regional functions, ensuring escalation frameworks and standards are understood as enterprise-wide disciplines.
• Influence and lead across functional, geographic, and cultural boundaries, driving consistency while respecting regional operational nuance.
• Model a respectful, service-oriented leadership style that builds trust and enables high performance through collaboration and accountability.

• Embrace CTM's core values of Connect, Deliver and Evolve.
• Professional, collaborative & supportive interaction with employees, clients, suppliers or vendors
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

• Bachelor's/Post-secondary degree in X or relevant experience
• 10+ years' experience in technology operations, support leadership, or platform service management within a complex, multi-region environment.
• Strong understanding and experience in utilizing multi-level support models and escalation frameworks.
• Demonstrated experience leading cross-functional technical escalations and partnerships with engineering organisations.
• Experience designing global standards, frameworks, and operational governance models.
• Exceptional stakeholder communication and organisational alignment capability.

• A strategic and structured thinker with sound judgment and disciplined operational execution, able to balance governance, service quality, and business impact in complex environments.
• Skilled in support performance analytics, root-cause analysis, and continuous improvement methodologies.
• Collaborative and influential, building trusted partnerships across Product, Engineering, Program Management, and Regional teams.
• Committed to platform stability, service excellence, and measurable operational improvement.
• Resilient and pragmatic, maintaining composure under pressure and enabling high performance in fast-moving environments.
• A leadership style defined by integrity and accountability, modelling transparency, fairness, and sound judgment.

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at na.careers@travelctm.com.com. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click https://www.dol.gov/general/topic/discrimination to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

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