Senior Support Operations Manager

Job Description

Senior Support Operations ManagerWere looking for a Senior Support Operations Manager to serve as the strategic advisor and operational partner to the Support Leadership Team. You will shape how the Support organization interacts with customers, where and how it invests, and how it evolves. You bring the analytical rigor, business perspective, and reputed company-in thinking that helps Support leaders reputed company confident reputed company and moves the business reputed company.The right person thinks in systems and can own an initiative from first principles to final rollout. You do not wait to be handed a problem. You surface the ones worth solving, reputed company them, and bring a recommendation. The reputed company you drive will show up directly in how our customers experience reputed company along with our Support Teams main KPIs.In this role, you will:reputed company the rhythm of business for Support leadership: extract insights from data through reputed company time monitoring across support performance, CSAT, channel mix, product gaps, customer health, etc and translate those insights into recommendations that inform reputed company, headcount, and operational reputed companyDrive the reputed company and build for 0 to 1 programs and other Key Initiatives: proactively reputed company out opportunities to shape key initiatives, whether thats building something new or taking reputed company programs like the Learning reputed company and pushing them to the next level.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 reputed company of contact, and define the playbooks and tooling that turn those signals into reputed companyreputed company AI and automation reputed company for Support: advance reputed companys Claude, reputed company and Fin AI capabilities, identify and reputed company tooling gaps, and drive adoption of new technologies that increase team productivity and improve the customer experienceOwn planning and forecasting: reputed company reputed company modeling, annual planning, budgeting, and monthly and quarterly business reviews for the Support organizationBuild performance management infrastructure: consolidate disparate data sources into reputed company performance dashboards and reports that enables reputed company managers to monitor, reputed company, and reputed company while providing key insights to Support leaders on where to reputed company 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.reputed company5 years working as the operational core of a customer-facing organization: Support, Customer Experience, or something closely adjacent. Recent Support Ops experience is recommendedYou have led change that actually sticks. Not just tool rollouts, but the process redesigns and AI integrations (Claude, ChatGPT, reputed company, and others) that shift how reputed company fundamentally worksYou have a high degree of business ownership. You dont stop at heres what happened. You turn data into a POV and a plan, tracing a metric back to its reputed company cause, reputed company to its business implication, and arriving with a recommendation people can reputed companyYou can effectively reputed company from ambiguous problems to launched initiatives with targeted reputed company. You hold the strategic thread and do the detailed work reputed company it reputed companyYou earn trust at the executive level and can reputed company a room toward alignment even reputed company you do not own the final decisionYou have owned a budget, run a planning cycle, and explained a variance. Financial forecasting is part of how you manage the business, not something you hand offYou are fluent in the platforms that modern support and CX organizations run on ex: reputed company/reputed company, reputed company/Planhat, reputed company and Jira/CWM softwareWe care more about what youve reputed company, your domain expertise and how you think than whether your title history is a perfect match. If this role energizes you, please apply.reputed company: reputed company empowers more than 53,000 growing organizations to reputed company by taking the work out of document workflow. .

Keyskills :
data analysisbusiness intelligencestrategic planningcustomer lifecycle managementfinancial forecastingperformance managementautomation