Operations Manager

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

📋 Description

• Oversee and mentor Support and Professional Services teams; establish objectives, track performance, and promote accountability along with continuous enhancement.

• Guarantee a uniform, top-notch customer experience across all support and service interactions.

• Develop and fine-tune processes for ticket management, triage, escalation protocols, and service-level agreements (SLAs); pinpoint and eliminate inefficiencies.

• Take ownership of key performance indicators (KPIs) and launch initiatives to achieve or surpass goals.

• Work closely with Product, Engineering, Sales, and Account teams to address customer concerns, advocate for client needs, and simplify transitions.

• Assist in managing TeamSupport, Jira, and other support and service tools; suggest enhancements or automation opportunities.

• Detect trends in customer issues to proactively enhance product and service offerings.

• Advocate for the use of AI and automation in service delivery, including AI-enhanced triage, ticket summarization, knowledge base content, and self-service options.

• Test, evaluate, and expand AI capabilities; cultivate team proficiency and set guidelines for responsible, accurate, and secure AI deployment.

• Manage customer onboarding and implementation comprehensively, utilizing AI to expedite time-to-value through personalized plans, automated evaluations, and scalable training resources.

• Leverage AI-driven playbooks, searchable knowledge bases, and on-demand responses to expedite onboarding and enablement for Support and Services personnel.

⛳️ Requirements

• A minimum of 3 years of experience in customer support, professional services, or customer operations, ideally within a SaaS or tech environment.

• At least 1–2 years of experience in people management or team leadership.

• Strong grasp of customer service best practices and post-sales service delivery.

• Demonstrated success in enhancing customer operations.

• Exceptional communication, leadership, and problem-solving abilities.

• Proficiency with platforms such as TeamSupport, Salesforce, Jira, and Power BI.

• A data-oriented approach, with the capability to evaluate metrics and act on findings.

• Practical experience implementing AI or automation, including AI-assisted triage, chatbots, automated quality checks, intelligent knowledge management, onboarding programs, or training materials.

• Experience in managing customer onboarding or implementation, focusing on reducing time-to-value.

• Experience in scaling support or services operations.

• Background in building or leading a global or distributed team.

• Experience in project management, such as PMP certification or familiarity with Agile methodologies.

• Knowledge of customer journey mapping or customer experience strategy.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Competitive salary and performance-based bonuses.

• Flexible work hours and remote work options.

• Professional development and training opportunities.

• Supportive and inclusive company culture.