Senior Manager, Support Operations

What You'll Do

• Build a 1-3 month roadmap, align priorities for program managers via recurring sprint planning, remove blockers, and serve as the definitive subject matter expert on Support Operations.
• Direct business processes and infrastructure for critical Support routines, ensuring the tech stack and workflows are world-class and future-proofed.
• Identify hidden opportunities for efficiency at scale, making automation the default and preparing the organization for rapid business growth.
• Lead complex, high-stakes cross-functional initiatives, navigating hurdles to ensure seamless alignment between Support and partners.
• Collaborate on annual and quarterly planning cycles with VPs and Directors, translating long-range plans into priorities for program managers.

Responsibilities

• Lead core support activities including system changes, workforce management, tooling and AI, reporting/analytics, vendor management, and process documentation.
• Manage and mentor a team of 8 program managers.
• Provide operational vision, scaling, optimization, and strategic planning & governance for Support Operations.

Qualifications

• 10-12+ years of Operations or Support Operations experience with significant leadership time in a fast-growing B2B software environment. Global experience strongly preferred, including working with BPOs.
• Extensive experience managing and mentoring Program Managers, with a track record of scaling teams, developing leadership talent, and building a high-performance culture.
• Thrive in high-ambiguity environments, providing direction and calm.
• High-level detail orientation with judgment on when to dive deep versus focus on strategy.
• Maintain a "startup" mentality with "scale-up" skillset; roll up sleeves for critical tasks while building systems to eliminate manual work.
• Exceptional verbal and written communication skills with executive presence to challenge, persuade, and partner with senior leaders.
• Deep knowledge of Customer Support Technologies: Salesforce, Fin, JIRA, Slack, Decagon, Sierra, IEX, NICE (both usage and role in overall Customer Experience process).