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The Senior Manager of Customer Support Operations is a high-impact leader responsible for enhancing performance, achieving operational excellence, and ensuring organizational scalability across various support teams and channels. This role acts as the link between strategic leadership and frontline execution, ensuring that every process, project, and personnel initiative directly contributes to business outcomes and customer success.
Responsibilities:
1. Operational Management
- Oversee and optimize daily queue health in multiple channels, ensuring efficient ticket handling and resolutions across all support channels.
- Consistently meet and exceed SLAs, response times, and service quality benchmarks.
- Conduct rigorous daily validation of queue utilization and task management to ensure accountability and adherence.
- Lead comprehensive weekly operational audits, producing actionable insights and data-driven recommendations for continuous improvement.
- Champion the implementation of automation, AI, and workflow enhancements to reduce friction and increase speed to resolution.
2. Performance Management
- Manage a team of 3-4 managers, managing teams of 10-15 representatives, ensuring alignment in coaching, accountability, and results.
- Maintain and audit Coaching logs and Scorecards to drive team excellence.
- Develop and implement tailored improvement plans based on KPI trends and individual performance gaps.
- Lead decisive performance and behavioral conversations to address challenges and foster high performance.
3. People Leadership
- Inspire and empower managers and their teams through impactful 1:1s, mentoring, and leadership calibration
- Collaborate with senior management and cross-departmental leaders to align on strategy and calibration.
- Build a culture of ownership, obsession, and operational discipline, where excellence and accountability are part of the day-to-day expectations.
- Provide visible and proactive support in team channels, ensuring swift resolution of escalations and manager-tagged issues.
- Invest in leadership bench strength by developing future leaders through structured coaching.
4. Project & Strategic Execution
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- Spearhead or contribute to high-impact cross-functional projects that elevate operational efficiency and customer satisfaction.
- Establish and maintain a disciplined weekly cadence of project updates and reporting to leadership.
- Partner with Quality Excellence and other support teams to drive advancements in quality, automation, and team enablement.
- Identify and execute strategic initiatives that position the team as a benchmark for excellence within the organization.
Expectations of Excellence
- Relentless Ownership: Extreme accountability and execution at the highest level.
- Obsession: Mastery, continuous improvement, and setting the highest standards for excellence.
- Effectiveness: Delivering high-impact results, driving innovation, and solving the right problems as a team.
- AI-forward Mindset: Embraces and leverages artificial intelligence tools and strategies to enhance efficiency, innovation, and decision-making within the team.
Requirements:
- 10+ years in customer-facing people management
- 5+ years at a senior manager/director level
- Proven experience managing up, presenting to leadership, and executing on strategic initiatives.
- Strong understanding of support operations and case management across multiple channels (chat, email, and phone).
- Track record of leading teams to meet, exceed, and increase target KPIs.
- Excellent communicator and collaborator with cross-functional teams, including Product, Marketing, Sales, and Professional Services.
- Proven ability to lead customer-facing teams and drive success in SaaS/cloud environments; must bring hands-on technical expertise combined with strong leadership capabilities.
- Experience with advanced AI tools and their application in customer support operations.
Preferred Requirements
- Certification in project management methodologies (e.g., PMP, Agile, or Scrum).
- Advanced degree in Business Administration, Management, or a related field.
- Proven track record of implementing automation solutions to improve operational efficiency.
- Familiarity with customer support platforms like Zendesk, Salesforce, or similar tools.
- Experience in scaling support operations in a high-growth SaaS environment.
- Proficiency in Google Sheets, Tableau, and working with APIs to analyze and visualize data effectively.
Critical Metrics
- Customer Support SLA for all key channels (email, chat, etc.)
- Productivity – Solves per Hour
- Internal Quality Scores – Business Critical, Customer Critical, Compliance Critical, and Non-Critical
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- Employee Engagement Score
- Overall Team Responsiveness: First Response Time, Escalations Response Time
Method Of Application
Qualified and interested applicant should click the APPLY HERE LINK below to start filling out the application form and submit it before the deadline.
APPLY HERE
Deadline: Not Disclosed
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