Senior Manager, Customer Operations

Accountabilities:

Lead the day-to-day operations and continued development of an assigned regional Technical Customer Support team, overseeing Technical Support Analysts and ensuring consistent service delivery.
Manage key operational outcomes, including case execution, workload distribution, team capacity, productivity, and adoption of new products and workflows.
Monitor support performance through dashboards, case data, customer feedback, and operational trends, identifying emerging risks, recurring issues, and performance gaps.
Translate operational insights into measurable improvement initiatives, establishing clear objectives, action plans, and performance targets.
Lead responses to significant customer escalations by coordinating ownership, aligning technical and business resources, maintaining transparent communication, and driving issues toward resolution.
Partner with Development, Product, Operations, Quality, and IT teams to accelerate the resolution of customer-impacting issues, improve product supportability, and reduce recurring problems.
Establish and reinforce consistent case-management practices, including prioritization, case documentation, backlog monitoring, aging controls, and escalation procedures.
Develop scalable operational processes, quality controls, knowledge resources, and support mechanisms that promote efficient and reliable service delivery.
Collaborate with Global Support Leadership to translate departmental strategies into practical operational plans and regional execution priorities.
Prepare and present accurate performance reports and updates to senior leadership, highlighting service trends, operational risks, corrective actions, and resource requirements.
Build and maintain a customer-focused, accountable, and inclusive team culture that encourages collaboration, ownership, and professional development.
Lead organizational and operational changes through effective communication, stakeholder alignment, structured implementation plans, and consistent follow-through.
Identify opportunities to leverage automation, AI-enabled tools, and advanced analytics to improve operational efficiency, service quality, and customer satisfaction.
Support continuous improvement initiatives and contribute to the long-term scalability and effectiveness of the customer support organization.
Requirements:
At least 10 years of professional experience in enterprise Customer Support, Technical Support, or Service Management, including significant experience leading technical support organizations.
At least 5 years of people management experience, with a proven track record of directly managing Technical Support Analysts or other technical support professionals.
Demonstrated experience managing support KPIs, customer escalations, case backlogs, workload distribution, and cross-functional resolution initiatives.
Strong technical understanding of enterprise SaaS environments, with the ability to lead technical teams, collaborate effectively with engineering professionals, and translate complex technical issues into business and customer impact.
Ability to provide technical leadership and direction without necessarily acting as the primary hands-on technical resource.
Excellent analytical and operational skills, including proficiency in interpreting dashboards, case trends, performance metrics, and customer feedback to drive informed decisions and measurable results.
Strong written, verbal, and presentation skills, with the ability to communicate effectively with customers, technical teams, cross-functional stakeholders, and senior leadership.
Demonstrated stakeholder-management capabilities and the ability to build strong working relationships across different organizational levels.
Bachelor's degree in a relevant discipline or an equivalent combination of education, training, and relevant professional experience.
Proven ability to manage organizational change, improve operational processes, and foster a culture of accountability, collaboration, and continuous improvement.
A customer-oriented leadership approach, combined with strong decision-making, problem-solving, and prioritization skills.
Preferred Qualifications:
Experience implementing automation, AI-powered tools, or advanced analytics to enhance support operations, service quality, and customer experience.
Professional certifications in service management or project management, such as ITIL, HDI, or PMI.
Demonstrated experience in operational excellence, quality management, continuous improvement, and change management within a technical support organization.
Familiarity with digital customer service delivery across multiple support channels, including self-service solutions.
Experience preparing and managing operational budgets, monitoring financial variances, and implementing corrective measures in a customer support environment.
Additional relevant training, certifications, or professional experience may be considered in place of a formal academic qualification.
Benefits:
Annual base salary ranging from $131,600 to $171,100, depending on relevant experience, technical and leadership skills, geographic location, and business requirements.
Eligibility for a company bonus plan (VOB), subject to role-specific compensation arrangements.
Potential eligibility for additional role-specific sales incentives or bonuses.
Potential equity grants as part of the overall compensation package.
Fully remote working opportunity within the United States.
Opportunity to lead regional customer support operations and contribute to strategic organizational initiatives.
Professional growth and career progression opportunities within a technology-driven environment.
Opportunity to work with cross-functional teams and contribute to innovative initiatives involving automation, AI, and advanced analytics.
Collaborative workplace culture focused on customer success, teamwork, integrity, innovation, and continuous improvement.