Senior Support Operations Manager

About the Opportunity

The company is seeking a Senior Support Operations Manager to act as the strategic advisor and operational partner to the Support Leadership Team. This role will shape how the Support organization interacts with customers, where and how it invests, and how it evolves. The ideal candidate will bring analytical rigor, business perspective, and outside-in thinking to help Support leaders make confident decisions and drive the business forward. The right person thinks in systems and can own an initiative from first principles to final rollout. They will proactively identify and address challenges, framing them and bringing recommendations. The outcomes driven by this role will directly impact customer experience and the Support Team's key performance indicators.

Key Responsibilities

• Lead the rhythm of business for Support leadership: Extract insights from data through real-time monitoring across support performance, CSAT, channel mix, product gaps, customer health, etc., and translate those insights into recommendations that inform strategy, headcount, and operational decisions.
• Drive the strategy and build for 0 to 1 programs and other Key Initiatives: Proactively seek out opportunities to shape key initiatives, whether that's building something new or taking current programs and advancing them.
• Own the customer lifecycle intelligence layer: Partner with Product and Data to surface usage, lifecycle stage, and customer health signals to support agents at the point of contact, and define the playbooks and tooling that turn those signals into action.
• Lead AI and automation strategy for Support: Advance AI capabilities, identify and close tooling gaps, and drive adoption of new technologies that increase team productivity and improve the customer experience.
• Own planning and forecasting: Lead capacity modeling, annual planning, budgeting, and monthly and quarterly business reviews for the Support organization.
• Build performance management infrastructure: Consolidate disparate data sources into unified performance dashboards and reports that enable frontline managers to monitor, coach, and act, while providing key insights to Support leaders on where to focus attention.
• Serve as the cross-functional operator for Support: Represent the Support organization in company-wide initiatives, strategize and execute on OKRs, and drive alignment with key business partners.

Required Qualifications

• 5+ years working as the operational core of a customer-facing organization: Support, Customer Experience, or something closely adjacent. Recent Support Ops experience is recommended.
• Proven experience leading change that has lasting impact, including process redesigns and AI integrations that fundamentally shift how a team operates.
• High degree of business ownership: ability to turn data into a point of view and a plan, tracing metrics back to root causes, forward to business implications, and arriving with actionable recommendations.
• Ability to effectively move from ambiguous problems to launched initiatives with targeted outcomes, holding the strategic thread and performing detailed work when necessary.
• Demonstrated ability to earn trust at the executive level and drive alignment in a room, even without final decision-making authority.
• Experience owning a budget, running a planning cycle, and explaining variances. Financial forecasting is an integral part of business management.
• Fluency in platforms commonly used by modern support and CX organizations, such as Intercom/Zendesk, Gainsight/Planhat, Salesforce, and Jira/CWM software.

Additional Information

The annual OTE for this role is up to $180k (85/15 split). The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.