Senior Support Operations Manager

Job Summary

Leading the integration of Systems, Workforce Management, Quality, and Training, the full-time Senior Support Operations Manager will establish operational standards and drive efficiency across support functions in a remote environment.

Key responsibilities

• Manage and coordinate the four Support Operations functions, ensuring cohesive operations that support Specialists and Support Engineers
• Coach and develop leaders across Systems, Workforce Management, Quality, and Training, providing specific feedback to enhance their programs
• Evaluate operational performance using data to identify areas for improvement in efficiency and quality across all functions

Required qualifications

• Proven experience leading operational functions in a Support or Customer Experience organization
• Experience managing managers or leaders of distinct functions and building clear ownership across multiple disciplines
• Strong ability to design clear ways for distinct functions to work together using operational data
• Skilled at coaching leaders and specialists at different stages of maturity
• Passionate about efficiency and quality as complementary goals in customer support