AI-Driven Portfolio Support Lead

Everfield; Warszawa; On-site; PLN 150,000 - 230,000; Full time

Job summary

Everfield is seeking a proactive Support Lead to own the AI-enabled portfolio Support programme across European BUs. You will report to the Product Lead and work directly with BU CEOs, BU Support Managers, and the Everfield senior team to drive cost and efficiency improvements.

The role requires presenting results at the senior level, managing the operating plan, and expanding the cohort while codifying successful practices into repeatable playbooks for scalable impact.

Qualifications

• Operational leadership experience in software-support environments.
• Strong understanding of P&L and operating cost structures in support.
• Ability to engage with CEOs on cost optimisation in a structured, commercial manner.
• Track record of delivering measurable cost or efficiency outcomes in support.

Responsibilities

• Run the assessment-to-execution cycle for each company in the current programme cohort, working directly with BU CEOs and Support Managers.
• Drive Support's operating-ratio improvements across the cohort, owning the operating plan, milestones, and tracking; translate ratio movement into clear P&L impact.
• Lead the diagnostic conversations with CEOs and Support Managers - sizing the opportunity, agreeing the plan, and following through to delivery.
• Present programme results and recommendations to the Everfield senior team.
• Use AI heavily in the programme's own process (assessments, benchmarking, reporting) and continue improving how the programme runs.
• Lead or co-lead initiatives that introduce AI into Support operations at the BU level (deflection, agent assist, knowledge, triage), partnering with BU champions and with Everfield's central AI, Product, and Tech leads.
• Expand the cohort over time: identify and onboard the next set of companies into the programme.
• Maintain results in companies that have already gone through the programme - keep tabs on their operating-ratio trajectory and intervene if regressions appear.
• Codify what works into repeatable playbooks so the programme scales without proportional headcount growth.

Job description

Everfield is seeking a proactive Support Lead to own the AI-enabled portfolio Support programme across European BUs. You will report to the Product Lead and work directly with BU CEOs, BU Support Managers, and the Everfield senior team to drive cost and efficiency improvements.

The role requires presenting results at the senior level, managing the operating plan, and expanding the cohort while codifying successful practices into repeatable playbooks for scalable impact.