Manager, Support Operations

This is a fully remote position, open to applicants in Texas.

📋 Description

• Responsible for managing the operational framework of the Menufy and HungerRush support teams.

• Directs a team of four functional leads and leverages Support performance data to drive decision-making.

• Develops operational systems that enable Support leaders and agents to consistently provide swift, high-quality customer experiences.

• Focuses on continuous improvement of efficiency through data analysis, automation, and process optimization.

⛳️ Requirements

• Over 5 years of experience in contact center operations, with at least 2 years in a leadership role related to WFM, QA, or CX operations.

• Hands-on experience with forecasting/scheduling tools (such as Assembled) and QA software.

• Proven ability to manage a performance scorecard and communicate results to leadership effectively.

• Excellent analytical skills with the ability to translate raw metrics into a coherent operational narrative.

• Preferred experience in leading or significantly supporting an AI/automation deflection initiative.

• Experience in administering or configuring Zendesk.

• Familiarity with restaurant technology, POS systems, or SaaS support environments.

🏝️ Benefits

• The comprehensive system combines digital ordering (including AI-driven text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with adaptable software designed to provide operators with enhanced customer insights, improved operational control, and greater potential for profitable business growth.

• Workforce Management

• Schedule adherence, shrinkage tracking, and coverage planning.

• Quality Assurance QA scoring frameworks, calibration, and the coaching feedback loop.

• AI & Automation

• Deflection and containment performance (Voice AI, bots, agent-assist tools).

• Execution of automation roadmap and vendor management.

• Effectiveness of new-hire onboarding and training.

• Lifecycle management of knowledge base content and health of search/adoption.

• Executive-level reporting through dashboards and scorecards that translate operational data into business outcomes.

• Cross-functional readiness involving incident management, product launch preparation, and organizational change rollout.

• Standardization of processes across POS and Menufy support.