Senior Manager, Customer Operations
New
J
JobgetherEnterprise SaaS
Fully remote working opportunity within the United States.Full-TimeManager
SalaryAnnual base salary ranging from $131,600 to $171,100
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Job Details
- Experience
- At least 10 years of professional experience in enterprise Customer Support, Technical Support, or Service Management, including significant experience leading technical support organizations. At least 5 years of people management experience.
- Required Skills
- People ManagementChange ManagementTechnical supportCustomer support
Requirements
- At least 10 years of professional experience in enterprise Customer Support, Technical Support, or Service Management.
- Significant experience leading technical support organizations.
- At least 5 years of people management experience, including direct management of Technical Support Analysts or other technical support professionals.
- Demonstrated experience managing support KPIs, customer escalations, case backlogs, workload distribution, and cross-functional resolution initiatives.
- Strong technical understanding of enterprise SaaS environments and ability to translate complex technical issues into business and customer impact.
- Ability to provide technical leadership without necessarily serving as the primary hands-on technical resource.
- Analytical and operational skills, including interpreting dashboards, case trends, performance metrics, and customer feedback.
- Strong written, verbal, and presentation skills for communicating with customers, technical teams, stakeholders, and senior leadership.
- Stakeholder-management skills and ability to build relationships across organizational levels.
- Bachelor's degree in a relevant discipline or equivalent education, training, and professional experience.
- Experience managing organizational change, improving operational processes, and fostering accountability, collaboration, and continuous improvement.
- Preferred: experience implementing automation, AI-powered tools, or advanced analytics in support operations.
- Preferred: service management or project management certifications such as ITIL, HDI, or PMI.
Responsibilities
- Lead day-to-day operations and continued development of an assigned regional Technical Customer Support team.
- Manage case execution, workload distribution, team capacity, productivity, and adoption of new products and workflows.
- Monitor dashboards, case data, customer feedback, and operational trends to identify risks, recurring issues, and performance gaps.
- Translate operational insights into measurable improvement initiatives, objectives, action plans, and performance targets.
- Coordinate significant customer escalations, align technical and business resources, and drive issues toward resolution.
- Partner with Development, Product, Operations, Quality, and IT to resolve customer-impacting issues and reduce recurring problems.
- Establish consistent case-management practices, including prioritization, documentation, backlog monitoring, aging controls, and escalation procedures.
- Develop scalable operational processes, quality controls, knowledge resources, and support mechanisms.
- Prepare and present performance reports to senior leadership, covering service trends, risks, corrective actions, and resource requirements.
- Identify opportunities to use automation, AI-enabled tools, and advanced analytics to improve operational efficiency and service quality.
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