Senior Support Operations Manager

📋 Description

• Lead the rhythm of business for Support leadership; monitor KPIs and translate insights into actions.
• Drive strategy and 0-to-1 programs; push initiatives like Learning Academy.
• Own the customer lifecycle intelligence layer; surface signals and playbooks.
• Lead AI and automation strategy for Support; advance Claude, Intercom, and Fin AI and adoption.
• Own planning and forecasting; capacity modeling, annual planning, budgeting, reviews.
• Build unified dashboards for frontline managers; enable coaching and decision making.

🎯 Requirements

• 5+ years as ops core of a customer-facing org; recent Support Ops preferred.
• Led lasting change: process redesigns and AI integrations (Claude, ChatGPT, Gemini).
• Owns business outcomes: data POVs and actionable plans.
• Turns ambiguity into launched initiatives with measurable outcomes.
• Earn exec trust; align stakeholders without final decision ownership.
• Budgets, planning, forecasting; fluent in Intercom, Zendesk, Salesforce, Jira.

🎁 Benefits

• Career growth opportunities.
• Health and commuter benefits.
• Company-paid life and disability.
• 20+ PTO days.
• 401K and FSA plans.
• Equal opportunity employer.