Support Operations Manager

Job Summary

Leading operational initiatives for the Menufy and HungerRush support teams, the full-time Manager, Support Operations will oversee workforce management, quality assurance, and training while driving efficiency through data and automation in a remote capacity.

Key responsibilities

• Manage contact-volume forecasting, staffing models, and capacity planning for support centers
• Develop and implement quality assurance frameworks and report on quality trends for corrective actions
• Execute AI and automation initiatives, including performance metrics and vendor management

Required qualifications

• 5+ years in contact center operations, with 2+ years in a leadership role focused on workforce management, quality assurance, or customer experience operations
• Direct experience with forecasting/scheduling platforms and quality assurance tools
• Proven ability to manage performance scorecards and present results to leadership
• Strong analytical skills with the ability to translate metrics into operational narratives
• Experience leading AI/automation initiatives is preferred