Senior User Operations Manager

Job Summary

Leading a growing team of User Operations Managers, the full-time Senior User Operations Manager will oversee performance in the NAMER region, develop management processes, and collaborate cross-functionally to enhance operational initiatives in a remote environment.

Key responsibilities

• Lead, coach, and develop User Operations Managers, ensuring high standards in performance management and team culture
• Own performance metrics and trends, synthesizing data to identify improvement opportunities and provide actionable recommendations
• Serve as the primary representative in cross-functional collaborations, managing escalations and ensuring operational realities inform product decisions

Required qualifications

• 7+ years of experience in customer support or user operations, with 4+ years managing managers in a high-growth environment
• Proven track record of developing strong managers and driving performance improvement
• Experience scaling support or operations organizations through high-growth phases
• Strong analytical skills with the ability to synthesize complex data into clear narratives
• Familiarity with Zendesk and other operational tooling platforms