Senior Support Operations Manager
New
T
Third-Party Job PostsHospitality Technology
North AmericaFull-TimeSenior
Salary140,000 - 180,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementSQLOperations ManagementProcess improvementData analyticsSaaSZendesk
Requirements
- 5+ years of experience in Support Operations, Customer Operations, Business Systems, Revenue Operations, or a comparable operational leadership role.
- Deep hands-on expertise administering Zendesk or an equivalent enterprise support platform.
- Strong experience designing and implementing operational processes.
- Advanced analytical skills with the ability to build executive dashboards and own KPI frameworks.
- Proven success leading large-scale process improvement and automation initiatives.
- Exceptional project management, communication, and stakeholder influence skills.
- Ability to operate at the VP level and align teams across functions.
- Experience operating in a fast-growing, globally distributed, remote-first environment.
- Experience implementing AI-powered customer success/support solutions (bonus).
- SQL proficiency and experience with BI tools such as Looker, Tableau, or Power BI (bonus).
- Background in hospitality technology or SaaS (bonus).
Responsibilities
- Own the administration and optimization of Zendesk and related support platforms.
- Lead the implementation of AI-driven support capabilities in partnership with Product and Engineering.
- Establish and own KPI reporting and executive dashboards for senior leadership.
- Build and maintain forecasting models for support demand and workforce planning.
- Map and optimize end-to-end support workflows to reduce customer effort.
- Partner cross-functionally with Product, Engineering, CS, Data, and Revenue Operations teams.
- Evaluate and implement new support technologies to support rapid global growth.
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