Senior Support Operations Manager

Responsibilities

• Lead the rhythm of business for Support leadership: extract insights from data through real-time monitoring across support performance, CSAT, channel mix, product gaps, customer health, etc. and translate those insights into recommendations that inform strategy, headcount, and operational decisions.
• Drive the strategy and build for 0 to 1 programs and other Key Initiatives: proactively seek out opportunities to shape key initiatives, whether that's building something new or taking current programs like the Learning Academy and pushing them to the next level.
• Own the customer lifecycle intelligence layer: partner with Product and Data to surface usage, lifecycle stage, and customer health signals to support agents at the point of contact, and define the playbooks and tooling that turn those signals into action.
• Lead AI and automation strategy for Support: advance PandaDoc's Claude, Intercom and Fin AI capabilities, identify and close tooling gaps, and drive adoption of new technologies that increase team productivity and improve the customer experience.
• Own planning and forecasting: lead capacity modeling, annual planning, budgeting, and monthly and quarterly business reviews for the Support organization.
• Build performance management infrastructure: consolidate disparate data sources into unified performance dashboards and reports that enables frontline managers to monitor, coach, and act while providing key insights to Support leaders on where to focus attention.
• Serve as the cross-functional operator for Support: represent the Support organization in company-wide initiatives, strategize and execute on OKRs, and drive alignment with key business partners.

Requirements

• 5+ years working as the operational core of a customer-facing organization: Support, Customer Experience, or something closely adjacent. Recent Support Ops experience is recommended.
• Led change that actually sticks, including process redesigns and AI integrations (Claude, ChatGPT, Gemini, and others) that shift how a team fundamentally works.
• High degree of business ownership: turn data into a POV and a plan, tracing a metric back to its root cause, forward to its business implication, and arriving with a recommendation people can act on.
• Effectively move from ambiguous problems to launched initiatives with targeted outcomes. Hold the strategic thread and do the detailed work when it matters.
• Earn trust at the executive level and can move a room toward alignment even when you do not own the final decision.
• Owned a budget, run a planning cycle, and explained a variance. Financial forecasting is part of how you manage the business.
• Fluent in the platforms that modern support and CX organizations run on e.g. Intercom/Zendesk, Gainsight/Planhat, Salesforce and Jira/CWM software.

Nice-to-Haves

• Experience building something new or scaling programs like a Learning Academy.
• Strong analytical rigor, business perspective, and outside-in thinking.
• Systems thinking and ability to own an initiative from first principles to final rollout.
• Proficiency with AI tools and automation in a support context.