Arik Pe'er

Director of Global Support/CX/CS/Operations. expert in SaaS, AI, ML, automations, HW/SW, Skilled in building global support & delivery orgs. Defining metrics, implementing AI-driven processes for global operations. GTD

• 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

2024-2025        Project Management & Customer Success Course, Udemy

2020-2021        M.A. in History, The Open University of Israel (Not Completed)

2015                 UX Design Certification, John Bryce

2014                 Project Management Course, Matan Institute

1993-1997        Art, 3D & Animation Course, Camera Obscura