Regional Transition & Operations Lead
Job Description
- Experience in setting up operations in Southeast Asia.
- Familiarity with agile methodologies and digital collaboration tools.
- Ability to thrive in a fast-paced, matrixed organization.
- Strategic thinker with a hands-on approach to execution.
- Lead end-to-end transition of customer support, operations, and R&D functions to offshore locations.
- Develop and execute detailed transition plans including timelines, resource allocation, and risk mitigation.
- Act as the primary liaison between onshore and offshore teams during transition phases.
- Design and implement structured knowledge transfer programs.
- Ensure effective documentation, training, and onboarding processes are in place.
- Build local leadership and technical capability to sustain long-term operational excellence.
- Establish offshore operational frameworks aligned with global standards.
- Define KPIs and performance metrics for offshore teams.
- Implement governance models to ensure compliance, quality, and continuous improvement.
- Collaborate with global functional leaders to align transition goals with business strategy.
- Build strong relationships with local teams, vendors, and external partners.
- Provide regular updates and and insights to senior leadership on progress and outcomes.
- 8+ years of experience in global operations, transition management, or shared services leadership.
- Demonstrated success in leading offshoring initiatives, preferably in Customer Support, Operations, or R&D.
- Strong understanding of knowledge transfer methodologies and change management.
- Experience working in multicultural environments and managing cross-border teams.
- Excellent communication, stakeholder management, and project leadership skills.
Description
This is a fixed term contract role. This role will require travel between Kuala Lumpur and Sri Lanka to support transition efforts and ensure effective cross-site collaboration and operational alignment.
About Us:
At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.
As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.
Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.
As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences. Learn more at Sitecore.com
About the Role/ The Opportunity:
We are seeking a dynamic and experienced professional to lead the strategic transition and operational setup of offshore teams in Southeast Asia. This role will be pivotal in driving knowledge transfer, embedding global standards, and establishing high-performing teams across Customer Support, Operations, and R&D functions.
The ideal candidate will have a proven track record in leading cross-regional transitions, building capability in offshore locations, and fostering strong collaboration between global and regional teams.
What You Will Do:
- Transition Leadership
- Lead end-to-end transition of customer support, operations, and R&D functions to offshore locations.
- Develop and execute detailed transition plans including timelines, resource allocation, and risk mitigation.
- Act as the primary liaison between onshore and offshore teams during transition phases.
- Knowledge Transfer & Capability Building
- Design and implement structured knowledge transfer programs.
- Ensure effective documentation, training, and onboarding processes are in place.
- Build local leadership and technical capability to sustain long-term operational excellence.
- Operational Setup & Governance
- Establish offshore operational frameworks aligned with global standards.
- Define KPIs and performance metrics for offshore teams.
- Implement governance models to ensure compliance, quality, and continuous improvement.
- Stakeholder Engagement
- Collaborate with global functional leaders to align transition goals with business strategy.
- Build strong relationships with local teams, vendors, and external partners.
- Provide regular updates and insights to senior leadership on progress and outcomes.
What You Need to Succeed
- 8+ years of experience in global operations, transition management, or shared services leadership.
- Demonstrated success in leading offshoring initiatives, preferably in Customer Support, Operations, or R&D.
- Strong understanding of knowledge transfer methodologies and change management.
- Experience working in multicultural environments and managing cross-border teams.
- Excellent communication, stakeholder management, and project leadership skills.
Additional Skills That Could Set You Apart:
- Experience in setting up operations in Southeast Asia.
- Familiarity with agile methodologies and digital collaboration tools.
- Ability to thrive in a fast-paced, matrixed organization.
- Strategic thinker with a hands-on approach to execution.
