Senior Manager, User Operations

What You'll Do

People Leadership & Manager Development

• Lead, coach, and develop a growing team of User Operations Managers by holding a high bar for people management quality including 1:1 effectiveness, performance management, and team culture.
• Set clear expectations and hold experienced managers accountable. Calibrate standards, surface gaps early, and drive performance with directness and care.
• Act as a thought partner and escalation point for managers on complex personnel decisions, team dynamics, and performance situations.
• Partner with recruiting to bring in exceptional managers and ensure a strong onboarding experience that drives rapid time-to-impact.

Performance Ownership & Trend Synthesis

• Own the performance health of teams end to end — tracking and interpreting metrics across volume, quality, SLA adherence, CSAT, and team productivity.
• Synthesize signals from across teams to identify systemic trends, root causes, and improvement opportunities, and translate those into clear, actionable recommendations.
• Establish and maintain a regular cadence of reporting and visibility into performance.
• Recognize when a pattern is localized versus org-wide, and calibrate response accordingly.

Cross-Functional Collaboration & Escalations

• Serve as the primary User Operations representative in ongoing cross-functional relationships with Product, Engineering, and Go-to-Market teams.
• Own escalation resolution for high-stakes or complex customer situations that require senior judgment.
• Partner closely with Support Operations on process and program improvements — own the people and performance side.
• Represent the voice of the frontline in planning conversations, ensuring operational realities are reflected in product and process decisions.

Strategy & Roadmap Ownership

• Drive the people and performance roadmap for the region — owning prioritization and execution of improvements to how managers and their teams operate.
• Identify structural gaps in how the org operates, propose solutions before they become problems, and execute them in partnership with Support Operations.
• Bring an AI-first lens to everything: actively identify where automation, tooling, and AI integration can create leverage for teams and reduce the operational burden on leadership.
• Stay current on support industry trends, tooling, and best practices — and bring that external perspective into internal planning.

What You Have

• 7+ years of experience in customer support or user operations, with 4+ years managing managers or leading multi-team organizations in a fast-paced, high-growth environment.
• Demonstrated track record of developing strong managers, not just delivering results through individual teams.
• Direct experience scaling a support or operations org through a high-growth inflection point.
• Strong ability to synthesize complex operational data into clear narratives and actionable recommendations for senior leadership.
• Proven ability to drive sustained performance improvement through goal-setting, accountability systems, and direct coaching rather than direct execution.
• Experience working cross-functionally with Product, Engineering, and Go-to-Market teams, with the credibility and communication skills to influence without authority.
• AI-native mindset: actively use AI tooling to find leverage, build it into how teams work, and think about automation as a first-order input to operational design.
• Comfortable operating at pace in a fast-moving environment.
• Strong analytical mindset; moves fluidly between high-level trends and ground-level detail.
• Fluency with Zendesk and other operational tooling platforms.

Compensation

$184,000 - $276,000