Senior Manager, Support Excellence & Digital Services
New
J
JobgetherCustomer Success
Remote work flexibility within the United States.Full-TimeManager
Salary150,500 - 215,000 USD per year
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Job Details
- Experience
- 10+ years of experience in support excellence, customer support transformation, digital services, process management, or enablement roles; at least 7 years of experience leading teams, strategic initiatives, or operational transformation programs.
- Required Skills
- Artificial IntelligenceMachine LearningSalesforceJiraTableauConfluenceAsana
Requirements
- Bachelor’s degree in business administration, operations management, technology, or a related field; advanced degree preferred.
- 10+ years of experience in support excellence, customer support transformation, digital services, process management, or enablement roles.
- At least 7 years of experience leading teams, strategic initiatives, or operational transformation programs.
- Strong expertise in knowledge management practices, including KCS methodology.
- Experience with process improvement methodologies such as Lean or Six Sigma.
- Proven ability to implement digital service solutions and customer experience technologies.
- Experience collaborating cross-functionally with engineering, product, operations, enablement, and training teams.
- Ability to analyze customer trends, operational metrics, and feedback to drive strategic recommendations.
- Foundational understanding of AI and machine learning technologies, with experience applying AI-driven solutions to improve business outcomes.
- Experience with support and collaboration platforms such as SFDC, Confluence, Jira, Tableau, Asana, and AI-enabled support tools is preferred.
Responsibilities
- Lead digital transformation initiatives, including AI-powered support solutions designed to improve case management, self-service adoption, and customer outcomes.
- Own and optimize the end-to-end support process lifecycle, ensuring alignment with organizational goals and operational readiness.
- Build and evolve Center of Excellence programs focused on support excellence, enablement, and continuous improvement.
- Drive knowledge management strategies using KCS methodologies to improve content quality, reduce resolution times, and enhance customer self-service.
- Partner with engineering, product management, operations, training, and enablement teams to improve product supportability.
- Analyze customer cases, support trends, operational data, and feedback to identify opportunities for process, product, and service improvements.
- Develop and implement digital support strategies that improve efficiency, scalability, and overall customer experience.
- Establish measurement frameworks, performance indicators, and improvement initiatives to track operational success.
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