Senior Support Operations Manager

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

📋 Description

• Oversee the operational dynamics for Support leadership.

• Spearhead the strategy and development of 0 to 1 programs and other significant initiatives.

• Manage the customer lifecycle intelligence framework.

• Direct the AI and automation strategy for Support.

• Take charge of planning and forecasting activities.

• Establish performance management systems.

• Act as the cross-functional coordinator for Support.

⛳️ Requirements

• A minimum of 5 years experience as the operational backbone of a customer-facing organization: Support, Customer Experience, or a closely related field.

• Proven track record of implementing sustainable change.

• Possess a strong sense of business ownership.

• Ability to transition from vague challenges to executed initiatives with specific outcomes.

• Build trust with executive leadership.

• Experience managing a budget, overseeing a planning cycle, and clarifying variances.

• Proficient in the platforms utilized by modern support and CX organizations such as Intercom/Zendesk, Gainsight/Planhat, Salesforce, and Jira/CWM software.

🏝️ Benefits

• Exceptional career advancement opportunities.

• Competitive salary package.

• Comprehensive health and commuter benefits.

• Company-funded life and disability insurance.

• More than 20 PTO days.

• 401K and FSA plans available.

• A fun team of Pandas to collaborate with!