Manager of Support Technology

Job Summary

A company is looking for a Manager, Support Technology & Operational Intelligence.

Key Responsibilities

• Develop and execute a multi-year support technology roadmap aligning platforms, analytics, AI, and customer experience strategies
• Lead the evaluation, selection, implementation, integration, and optimization of support platforms to ensure measurable business outcomes
• Champion data literacy and democratization by enabling self-service reporting and increasing data-driven decision-making

Required Qualifications

• Bachelor's degree in Business, Data Analytics, Information Systems, or related field (preferred)
• 10+ years in customer operations, support systems, digital transformation, or enterprise process improvement
• 5+ years leading teams in analytics, BI, or support systems functions
• 3-5 years working with AI/ML or conversational AI tools in support-driven use cases
• Proven success implementing support technologies and BI tools such as Tableau and Power BI