Senior Support Operations Manager
New
A
AshbyHR software
Location: Remote - US
Secondary Locations: Remote - Canada
Workplace: RemoteFull-TimeManager
Salary$130K - $152K; $130K – $152K • Offers Equity • Multiple Ranges; US - Remote: $130K – $152K • Offers Equity; US - Canada: CA$130K – CA$152K • Offers Equity; NYC, San Francisco: CA$150K – CA$175K • Offers Equity
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Job Details
- Required Skills
- Data AnalysisPeople ManagementQuality AssuranceTrainingProcess improvement
Requirements
- Experience leading operational functions in a Support or Customer Experience organization.
- Depth in one or more of systems, workforce management, quality, or training, with experience coordinating across multiple disciplines.
- Experience managing managers or leaders of distinct functions.
- Experience hiring and developing teams and establishing clear ownership across functions.
- Track record of building or scaling operational standards and processes in a growing organization.
- Ability to stay close enough to operational work to inspect quality, challenge assumptions, and coach effectively without being the primary operator.
- Ability to identify problems, make tradeoffs, and hold teams accountable to measurable outcomes using operational data.
- Ability to design clear ways for distinct functions to work together.
- Comfort working in ambiguity and defining processes and standards for new functions.
- Skill coaching leaders and specialists at different stages of maturity.
- Strong communication and facilitation skills to align stakeholders across functions and tailor context to different audiences.
- Genuine investment in developing people, alongside managing outputs.
- Commitment to efficiency and quality as complementary goals, and interest in self-service and in-app support.
Responsibilities
- Manage and coordinate the Systems, Workforce Management, Quality, and Training functions.
- Plan and implement operational policies, standards, and recurring practices across functions.
- Identify opportunities to integrate workflows across functions and drive those efforts.
- Manage and develop function leaders and individual contributors, including through specific, detailed feedback.
- Review workflows, metrics, and constraints to identify patterns and support delivery excellence.
- Evaluate operational performance and efficiency using data, and identify areas for improvement.
- Build visibility into tradeoffs across systems reliability, coverage, quality, and training investment.
- Represent Support Operations in cross-functional conversations with Engineering, Product, and People Ops.
- Partner with the Knowledge Management team on self-service and in-app support experiences.
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