Senior Manager, Support Excellence & Digital Services

About the Opportunity

The Senior Manager, Support Excellence & Digital Services leads initiatives to improve customer support through knowledge management, process optimization, support enablement, digital transformation, and Center of Excellence programs. This role integrates industry best practices and AI-powered solutions to enhance customer experience, operational efficiency, and service delivery across the support organization.

Responsibilities

• Lead digital transformation and AI-driven support initiatives to optimize case management and self-service adoption
• Manage end-to-end process lifecycles aligned with organizational objectives and Center of Excellence programs
• Drive support enablement and collaborate with Engineering, Operations, and Product teams to improve product supportability
• Analyze case trends and operational data to recommend improvements in products, processes, and digital support
• Implement and advance Knowledge-Centered Service (KCS) practices to improve knowledge management and reduce resolution times

Requirements

• Foundational understanding of AI/ML technologies and experience applying AI-driven solutions in support functions
• Bachelor’s degree in business administration, human resources, operations management, or related field; Master’s preferred
• Over 10 years of experience in support excellence, KCS, process management, digital services, or customer support transformation, including at least 7 years in leadership
• Expertise in knowledge management (KCS), process improvement methodologies (Lean/Six Sigma), and digital service or customer experience technologies
• Experience collaborating cross-functionally with Engineering, Product Management, Operations, Enablement, and Training
• Ability to use case trend analysis, customer feedback, and operational metrics to influence strategy

Pay

• Base Pay Range $150,500—$215,000 USD, excluding commission, bonus, equity, and benefits; final compensation based on experience and qualifications