Senior Support Operations Manager
New
P
PandaDocDocument Workflow Automation
Remote (USA)Full-TimeSenior
SalaryThe annual OTE for this role is up to $180k (85/15 split).
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisSalesforceJiraZendesk
Requirements
- 5+ years of experience in the operational core of a customer-facing organization (Support, Customer Experience, or similar).
- Proven experience leading change, including process redesigns and AI tool implementations.
- Strong analytical skills with the ability to turn data into strategic plans and actionable recommendations.
- Experience holding strategic ownership of initiatives from conception through rollout.
- Ability to build consensus at the executive level.
- Experience managing budgets, planning cycles, and explaining financial variances.
- Proficiency in support and CX platforms (e.g., Intercom, Zendesk, Gainsight, Planhat, Salesforce, Jira, CWM software).
Responsibilities
- Lead the rhythm of business for Support leadership by translating performance data into strategic recommendations.
- Drive strategy and execute 0 to 1 programs and key support initiatives.
- Manage the customer lifecycle intelligence layer by partnering with product and data teams.
- Advance AI and automation strategy including Intercom and Fin AI capabilities.
- Own planning, forecasting, budgeting, and business reviews for the Support organization.
- Build and maintain performance management infrastructure, dashboards, and reporting.
- Represent the Support organization in company-wide initiatives and cross-functional planning.
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