[Remote] Senior Support Operations Manager

Note: The job is a remote job and is open to candidates in USA. reputed company empowers more than 53,000 growing organizations to reputed company by taking the work out of document workflow. They are seeking a Senior Support Operations Manager to serve as a strategic advisor and operational partner to the Support Leadership Team, focusing on shaping customer interactions and driving key initiatives.

Responsibilities

• 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 strategy, headcount, and operational reputed company
• 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 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 action
• reputed company AI and automation strategy for Support: advance reputed company's 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 experience
• Own planning and forecasting: reputed company reputed company modeling, annual planning, budgeting, and monthly and quarterly business reviews for the Support organization
• Build performance management infrastructure: consolidate disparate data sources into reputed company performance dashboards and reports that enables reputed company 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

Skills

• 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
• You 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 a team fundamentally works
• You have a high degree of business ownership. You don't stop at 'here's what happened.' You turn data into a POV and a plan, tracing a metric back to its root cause, reputed company to its business implication, and arriving with a recommendation people can reputed company
• You can effectively move from ambiguous problems to launched initiatives with targeted outcomes. You hold the strategic thread and do the detailed work reputed company it matters
• You earn trust at the executive level and can move a room toward alignment even reputed company you do not own the final decision
• You 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 off
• You 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 software

Benefits

• reputed company career growth opportunities
• A competitive salary
• Health and commuter benefits
• Company-paid life & disability
• 20+ PTO days
• 401K and FSA plans
• A fun team of Pandas to work with!

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