Senior Support Operations Lead
J
JobgetherCustomer Success
United StatesFull-TimeSenior
Salary103,700 - 150,000 USD per year
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Job Details
- Experience
- 8+ years of experience in support operations, customer experience operations, process improvement, program management, or a similar discipline
- Required Skills
- Project ManagementTableauNetSuiteZendeskProcess improvementCRMData analytics
Requirements
- 8+ years of experience in support operations, customer experience operations, process improvement, program management, or a similar discipline within a fast-paced environment.
- Demonstrated expertise in customer journey design, with the ability to turn complex operational challenges into scalable workflows, routing logic, and support processes.
- Strong analytical and root-cause problem-solving skills, including the ability to work across multiple data sources and use operational metrics to guide decisions.
- Proven project management and prioritization capabilities, with experience managing multiple workstreams, aligning stakeholders, and moving initiatives from concept through execution.
- Excellent written and verbal communication skills, including the ability to create compelling, executive-ready narratives and influence senior and cross-functional stakeholders.
- Experience developing and maintaining SOPs, operational documentation, playbooks, or training materials that improve consistency and execution at scale.
- Strong collaborative approach and the ability to work effectively across support, product, engineering, fraud, finance, logistics, and analytics functions.
- Comfortable working with operational systems and tools such as CRM and case-management platforms, automation tools, knowledge-management systems, analytics and BI environments, and order or logistics platforms.
- Experience with warranty, replacements, returns, fraud, or other complex post-purchase support journeys is a strong advantage.
- Familiarity with tools such as Zendesk, NetSuite, Narvar, Darwin, conversational AI platforms, Tableau, Lovable, or comparable operational and analytics technologies is a plus.
Responsibilities
- Design and optimize end-to-end customer journeys across complex support experiences, with an initial emphasis on warranty replacements and related post-purchase processes.
- Identify friction across intake, eligibility, decision-making, fulfillment, returns, and follow-up communications, then translate findings into improved workflows.
- Develop future-state processes, decision trees, routing logic, requirements, and operational guardrails that improve consistency, efficiency, and customer outcomes.
- Lead root-cause analysis of recurring operational issues by combining data from support platforms, transactional systems, logistics environments, and reporting tools.
- Define and monitor KPIs, dashboards, and experimentation plans that measure customer effort, operational efficiency, quality, and risk.
- Lead cross-functional improvement programs from problem definition through implementation, managing scope, milestones, dependencies, risks, and stakeholder alignment.
- Create SOPs, playbooks, training materials, and operational guidance that improve execution quality and reduce dependence on informal knowledge.
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