Service Delivery Manager - Enterprise, eero CS

Key job responsibilities

• Team Leadership & Management
• Provide both tactical and strategic management to lead a team of Enterprise Support Specialists/Engineers delivering high-quality technical support
• Establish and adjust team goals and performance expectations as this channel continues to evolve
• Monitor team productivity, SLAs, CSAT, NPS, backlog health, and operational KPIs
• Proactively lead recruitment efforts by attracting and hiring bar-raising talent who bring needed skills and expertise to your organization
• Create a culture of accountability, ownership, and customer obsession
• Enterprise Support Operations
• Oversee day-to-day enterprise case management, escalations, and critical issue resolution
• Ensure consistent adherence to enterprise workflows, SLAs, and communication standards
• Partner with Workforce Management to ensure coverage, staffing, and capacity planning that align with business needs
• Manage escalations during major incidents, drive communication cadences, and ensure accurate documentation and post-mortems
• Customer Advocacy & Experience
• Build strong relationships with enterprise customers; serve as a senior point of contact for high-severity issues
• Analyze customer sentiment, feedback, and support trends to identify risks and opportunities
• Partner with Business Development to deliver seamless handoffs, proactive engagements, and a cohesive support experience
• Champion enterprise customer needs with Product, Engineering, and Operations
• Process & Quality Improvement
• Establish process improvement and operational excellence mechanisms that drive scalable improvements
• Work with Support QA/Training teams to develop and evaluate enterprise support runbooks, and quality frameworks end-to-end to implement improvements that enhance efficiency and customer experience
• Establish an environment that encourages and rewards simplifying processes, reducing repeated work, and removing defects
• Own documentation quality and knowledge management for the enterprise support function

Basic Qualifications

• 2+ years of people management and team development experience
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
• Experience working in a fast-paced, rapidly changing operations environment
• 5+ years in technical support, enterprise support, customer operations, or similar customer-facing function with a managed network emphasis
• Experience managing enterprise/strategic customer queues with complex technical needs and strict SLAs
• Excellent understanding of support systems (Salesforce Service Cloud, Jira, Confluence, or equivalents)
• Demonstrated ability to problem-solve, root-cause issues, and drive cross-functional alignment

Preferred Qualifications

• Experience leading global teams
• Experience supporting SaaS, API-based, or technically complex products
• Willingness for continuous learning that includes networking certifications during provided company time (e.g., Certified Wireless Network Administrator (CWNA))
• Familiarity with WFM, QA, Training, and Knowledge Management programs
• Background in enterprise onboarding, customer success, or incident management