User Operations Manager

Job Summary

A company is looking for a User Operations Manager to lead a support team focused on delivering exceptional customer experiences.

Key Responsibilities

• Lead and coach a team of User Operations Specialists, fostering a culture of urgency and continuous improvement
• Oversee daily support operations, ensuring timely resolution of customer issues and adherence to service level agreements (SLAs)
• Drive operational efficiency through process optimization and collaborate with cross-functional teams to advocate for customer-impacting improvements

Required Qualifications

• 4+ years of experience in customer support or user operations, with 2+ years in a management role
• Proven ability to drive accountability and performance through clear goals and metrics
• Strong organizational and prioritization skills, thriving in structured environments
• Experience in scaling support operations and improving processes for efficiency
• Strong analytical mindset with experience in data interpretation for operational decisions