Senior Manager, Support Excellence – Digital Services

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

📋 Description

• Spearhead digital transformation and AI-driven support initiatives to enhance the case lifecycle, promote self-service adoption, and improve customer outcomes.

• Manage the complete process management lifecycle, ensuring alignment with organizational objectives and overseeing Center of Excellence programs for operational readiness.

• Propel support enablement initiatives and collaborate cross-functionally with Engineering, Operations, and Product teams to enhance product supportability.

• Examine case trends, identify customer pain points, and analyze operational data to convert insights into actionable recommendations for product, process, and digital support enhancements.

• Lead the adoption and evolution of KCS practices throughout the organization to enhance knowledge management and decrease resolution times.

⛳️ Requirements

• A solid foundational knowledge of AI/ML technologies, with experience in utilizing, securing, or positioning AI-driven solutions to enhance outcomes within your functional area.

• A Bachelor’s degree in business administration, human resources, operations management, or a related discipline (Master’s degree preferred).

• Over 10 years of experience in support excellence, KCS, process management, digital services, enablement, or customer support transformation, including at least 7 years in a leadership capacity.

• Extensive knowledge of knowledge management (KCS methodology), process management (Lean / Six Sigma), and digital service solutions or customer experience technologies.

• Proven experience collaborating cross-functionally with Engineering, Product Management, Operations, Enablement, and Training teams to enhance product supportability.

• Proficient in utilizing case trend analysis, customer feedback, and operational metrics to inform training, process, product, and digital support strategies.

🏝️ Benefits

• A variety of health plans.

• Time off plans for vacation and sick leave.

• Options for parental leave.

• Retirement options available.

• Education reimbursement.

• In-office perks, and additional benefits!