Senior Manager, Support Excellence  Digital Services

📋 Description

• Lead digital transformation initiatives, including AI-powered support solutions for case
• Own end-to-end support process lifecycle and ensure alignment with goals and operational readiness.
• Develop and evolve Center of Excellence programs for support excellence, enablement, and continuous
• Drive knowledge management using KCS to improve content quality and reduce resolution times.
• Collaborate with engineering, product, operations, training, and enablement teams to improve
• Analyze customer cases, trends, and feedback to identify opportunities for improvements.

🎯 Requirements

• Bachelors degree in business administration, operations management, technology, or related field
• 10+ years in support excellence, customer support transformation, or digital services.
• 7+ years leading teams or strategic/operational transformation programs.
• Strong knowledge management experience, including KCS.
• Experience with Lean or Six Sigma process improvement.
• Proven ability to implement digital service solutions and customer experience technologies.

🎁 Benefits

• Competitive base salary USD 150,500 USD 215,000, depending on experience and location.
• Remote work flexibility within the United States.
• Healthcare, dental, and vision coverage.
• Paid time off, sick leave, and parental leave.
• Retirement savings options and education reimbursement.
• Additional perks to support professional and personal growth.