Sr. Support Operations Manager

📋 Description

• Manage and coordinate Support Operations' four functions: Systems, Workforce Management, Quality
• Plan and implement operational policies, standards, and recurring practices that bring consistency
• Identify where functions should work more closely together (e.g., how Quality findings inform
• Directly manage the leaders and individual contributors across Systems, Workforce Management
• Coach and develop the leaders of each function as they grow their programs, hire their teams, and
• Stay close to each function's day-to-day workflows, metrics, and constraints so you can spot

🎯 Requirements

• Proven experience leading operational functions in a Support or Customer Experience organization
• Experience managing managers or leaders of distinct functions, hiring and developing teams, and
• You stay close enough to the work to inspect quality, challenge assumptions, and coach effectively
• Track record of building or scaling operational standards and processes across a growing
• Strong ability to see how distinct functions interact and to design clear ways for them to work
• You use operational data to identify problems, make tradeoffs, and hold teams accountable to

🎁 Benefits

• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if
• Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other
• A $1,200 annual learning and professional-development budget.
• A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic
• Extended health benefits for you and your dependents (subject to availability with our Employer of