Senior Manager, Support Excellence

Vision & Strategy

• Define and own an ambitious, integrated vision for how Knowledge Management, Quality, Learning & Performance, and Tooling Enablement work together as a unified enablement system.
• Expand active AI fluency across every function in the portfolio, including knowledge structuring for AI retrieval, quality signals feeding model improvement, agent training for AI-augmented workforce, and tooling evaluation.
• Define standards and OKRs grounded in best-in-class industry benchmarks and establish review cadences.

Execution & Accountability

• Translate vision into execution, removing blockers and driving decisions across a dynamic portfolio.
• Move at the pace the environment demands in AI adoption, tooling evolution, and operational efficiency.
• Get into the weeds on knowledge governance gaps, quality frameworks, or tool adoption while maintaining the bigger picture.

Cross-Functional Leadership

• Serve as senior leadership partner to Operations, Product, and Technology on agent and AI empowerment.
• Own the operational bridge between Product builds and frontline adoption, ensuring change management and rollout.
• Ensure quality measurement feeds reinforcement learning and continuous AI improvement.
• Establish confidence through clear communication, strong executive presence, and consistent delivery.

People Leadership

• Lead, develop, and retain a team of managers, each owning a distinct function.
• Build a culture of craft, ambition, and accountability.

Experience

• 8+ years in support, operations, or related function, with at least 3 years managing multiple teams or functions.
• Transformative leader with a clear point of view on AI-native support.
• Proven ability to turn vision into execution across a multi-function portfolio.
• Strong cross-functional instincts partnering with Product, Engineering, and Operations.
• Executive presence and communication skills.
• Experience in customer support or contact center operations is a plus.