Arik Pe'er

Director of Global Support CS & Operations; leading SaaS, AI oriented operations across APAC, EMEA & LATAM
Experienced in establishing & managing global operation/ support teams, defining vision & goals, setting quality and efficiency metrics
Skilled in implementing processes, policies & culture, new tools, AI, automation & digital transformation
Expert in organization workflows & scale, ‘follow-the-sun’ processes & crisis management
Project & product management, managing managers, collaboration & execution
Business-oriented, data driven, analytical mindset, "can-do" & ‘end-to-end’ approach
People first leader, mentor, a guide for excellence & growth

Professional Experience:

2024-Current Regional Head of Global Support | Netafim (Agri tech)

Leading overall global technical support & operational teams for cloud & AI based HW & SW products across APAC, EMEA and LATAM based on ‘follow-the-sun’ method
Managing end-to-end support operations; SLAs, KPIs, incidents, troubleshooting workflows, root-cause, field support, and Pre-Sale & Post-Sale related issues, owning team’s performance and growth
Managing 4 regional managers across Mexico, India, and Israel, including 14 global Tier 1-3 support engineers & developers, while matrix managing 200 technical specialists with different technical levels
Defining strategies, methodologies, service models, policies and global performance standards
Collaborating with cross-functional teams, including senior management, product, R&D, field engineering & global BUs
Implementing AI-driven tools, chatbots, automated workflows and global knowledge infrastructures to streamline operations and drive efficiency
Designing & executing global training programs, while ensuring operational excellence
Leading customer onboarding and monitoring processes, in accordance with governance regulations and compliance
Successfully reducing response time by 30% and operational reporting load by 50%

2022-2024 Director of Customer Experience & Product Support | Lightricks (SaaS Startup)

Establishing and scaling end-to-end global customer experience for millions of users' product
Leading a team of 19 CS & Product Support managers across APAC, EMEA, U.S. and UK
Leading Tier 1-3 technical support, troubleshooting, onboarding, escalations and validation workflows, while managing over 40K tickets per month
Managing annual budgets worth NIS 4M, while ongoing monitoring budgets
Establishing support models for B2B SMB & enterprise clients, including subscription & service structures
Building analytics infrastructure including BI insights, customer behavior insights, product KPIs & dashboards
Collaborating with cross-functional teams, including C-Level management, product, engineering and BI to translate customer insights into roadmap workflows, while increasing feature adoption
Successfully implementing AI automation, knowledge base, case deflection engines and optimizing global capacity, reducing manual load and improving customer journey across channels
Successfully reducing average response time by 90% and reducing ticket volume by 50%
Successfully delivering product features while improving product' lifecycle engagement

2021-2022 Head of Global Technical Support & Operations | IRP Systems (Smart Powertrains for Electric Vehicle)

Establishing from scratch overall global support, onboarding and training infrastructures for a complex hardware & software EV powertrain products
Managing support teams across Israel, India, Belgium and China, including regional managers
Implementing CRM, RMA, support policies and product-quality feedback systems in accordance with product lifecycle
Owning all global related operational activities
Partner with the CEO, senior stakeholders, suppliers and service providers on support strategy

2017-2021 Senior Project/Product & Support Manager | Cognata (Autonomous Vehicle Startup)

Leading roadmap execution and delivery for simulation, 3D, AI, ML, cloud and data-driven products
Managing a team of 30 production & support managers across Israel and the Philippines
Acting as CEO's focal point for partner integrations, large-scale projects and organizational initiatives
Establishing from scratch overall methodologies, workflows, quality and delivery processes
Working with external partners to define ISO 26262 based operational standards for AV simulation

Previous Experience:

2011-2017 Project & Product Manager | Geosim Systems (Smart City Management)

2008-2011 Project Manager & Simulations | IAI

2007-2010 Project Manager & 3D Artist | Qlipso

2005-2007 Art Director / Senior Artist | Real Dice

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