Sr. Manager, Enterprise Support Operations
New
Ō
ŌuraHealth Technology
Remote - United StatesFull-TimeManager
Salary130,050 - 185,000 USD per year
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Job Details
- Experience
- 8+ years of experience in support operations; 4+ years directly leading teams.
- Required Skills
- Project ManagementSQLSalesforceHubSpotZendesk
Requirements
- 8+ years of experience in support operations with success designing and scaling complex support models.
- 4+ years of experience directly leading teams in cross-functional environments.
- Deep understanding of support workflows like case management, onboarding, and escalations.
- Experience managing BPO partners or external vendors, including enablement and performance governance.
- Strong proficiency with CRM and support tooling such as Salesforce, HubSpot, Zendesk, and WFM tools.
- Data-driven mindset with experience using SQL and BI tools for decision making.
- Exceptional communication and stakeholder management skills.
- Strong program and project management capabilities.
- Builder mindset with ability to navigate ambiguity.
- Alignment with company mission and values.
Responsibilities
- Develop and execute a scalable enterprise support operating model.
- Define and maintain enterprise support policies, workflows, and SLAs.
- Build, mentor, and lead a high-performing team.
- Serve as primary operational point of contact for BPO partners.
- Collaborate on BPO enablement, training, and QA frameworks.
- Partner with Workforce Management on capacity, staffing, and cost-to-serve.
- Partner with cross-functional teams to ensure alignment with commercial goals.
- Lead initiatives to optimize and scale support workflows, tools, and systems.
- Define dashboards and reporting to monitor support health and performance.
- Implement automation and self-service capabilities.
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