Support Operations Manager
Job Summary
Owning the systems and processes that enhance support operations, the full-time Support Operations Manager will lead initiatives to improve efficiency and scalability for a 12-month fixed-term engagement, collaborating with cross-functional teams and managing BPO relationships remotely or onsite in San Francisco or Los Angeles.
Key responsibilities
- Manage BPO performance and partnership to ensure service levels and quality standards are met
- Forecast demand and optimize staffing through effective capacity and workforce planning
- Oversee support workflows and AI-powered automation to enhance operational efficiency and customer experience
Required qualifications
- 5-7 years of experience in support operations or customer experience operations at a tech or consumer company
- Expertise in support metrics, workforce management, and capacity planning
- Hands-on experience with support platforms like Zendesk or Salesforce Service Cloud
- Proven success in deploying AI or automation solutions in support environments
- Strong analytical skills, with proficiency in building dashboards and models using spreadsheets and BI tools
Complete Job Description
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