Senior Manager, Support Excellence & Digital Services

📋 Description

• Lead AI-powered support initiatives to optimize case lifecycle and self-service.
• Oversee end-to-end process management and COE programs for readiness.
• Drive enablement and partner with Eng, Ops, and Product to improve supportability.
• Analyze case trends, pain points, and data to inform product and process improvements.
• Lead KCS adoption to improve knowledge management and reduce resolutions.

🎯 Requirements

• Foundational AI/ML understanding to optimize outcomes.
• Bachelor’s degree in business, HR, operations, or related field; Master’s preferred.
• 10+ years in support excellence, KCS, process management, or CX transformation; 7+ years in leadership.
• Expertise in KCS, Lean/Six Sigma, and digital service/CX technologies.
• Experience cross-functionally with Eng, Product, Ops, Enablement, and Training teams.
• Experience using trends, feedback, and metrics to influence training and product strategies.

🎁 Benefits

• Health plans
• Vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement