Head of Product Operations and Support

Job Description

Who We Are

Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing, and philanthropy. Distinguished by its culture of collaboration and exceptional client service, CAA’s diverse workforce identifies, innovates, and amplifies opportunities for the people and organizations that shape culture and inspire the world. The trailblazer of the agency business, CAA was the first to build a sports business, create an investment bank, launch a venture fund, found technology start-up companies, establish a philanthropic arm, build a business in China, and form a brand marketing services division, among other innovations. Named Most Valuable Sports Agency by Forbes for eight consecutive years, CAA represents more than 2,000 of the world’s top athletes in football, baseball, basketball, hockey, soccer, in addition to coaches, on-air broadcasters, and sports personalities and works in the areas of broadcast rights, corporate marketing initiatives, social impact, and sports properties for sales and sponsorship opportunities. Founded in 1975, CAA is headquartered in Los Angeles, and has offices in New York, Nashville, Memphis, Chicago, Miami, London, Munich, Geneva, Stockholm, Shanghai, and Beijing, among other locations globally.

The Role

CAA is seeking Head of Product Operations & Support to build and lead a new global function responsible for the operational success and support of critical business products across the company. Initially focused on a highly strategic financial platform supporting a large global user base, this leader will establish the support operating model, governance, reporting infrastructure, and

cross-functional partnerships needed to ensure product reliability and a seamless user experience, while enabling Product and Engineering teams to focus on innovation and roadmap execution.

This is a highly visible builder role with the opportunity to define how product support operates at CAA, stand up a new global capability and create a scalable model that can expand to additional products and business functions over time. The ideal candidate is an experienced operator who can set strategy in ambiguous environments, lead a global team, partner with vendors to provide services, and build strong partnerships across Product, Engineering and Business teams to drive measurable business impact.

Responsibilities

Leadership & Strategy

• Build and lead CAA’s Global Product Operations & Support function, establishing the vision, operating model, governance, and long-term roadmap.

• Create a scalable support organization that can evolve from a single strategic platform to a broader portfolio of business-critical products. Establish the processes, standards, and decision-making frameworks needed to support a global user base and a growing product ecosystem. 

• Establish the processes, standards, and decision-making frameworks needed to support a global user base and a growing product ecosystem.

• Partner with executive stakeholders to define success metrics, operating priorities, and the long-term strategy for the function.

• Lead a high-performing global team across internal staff, contractors, and third-party

• Foster a culture of accountability, operational excellence, customer focus, and continuous improvement.

Production Support & Service Operations

• Build and lead the front-line product support function, serving as the primary operational interface for users of

• CAA’s business-critical platforms.

• Establish scalable Level 1 and Level 2 support operations, including ticket intake, triage, issue routing, escalation management, incident response, and resolution workflows.

• Define severity frameworks, prioritization models, SLAs, and escalation paths to ensure business-critical issues are addressed quickly and effectively.

• Optimize end-to-end ticket management processes to improve support efficiency, streamline workflows, and create a seamless user experience.

• Lead third-party support providers, globally distributed across regions and time zones.

• Ensure users receive timely communication, visibility into issue status, and confidence that requests are being addressed effectively.

• Foster a collaborative, customer-focused culture centered on ownership, responsiveness, and continuous learning.

• Ensure support teams are equipped with the training, documentation, knowledge resources, monitoring tools, and escalation procedu