This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Operations Manager, Analytics & Workforce based in the United States.
This is an exciting opportunity for an experienced operations leader to shape the performance and scalability of a high-performing customer support organization. In this remote role, you will oversee analytics, workforce management, quality assurance, and operational strategy, ensuring data drives every decision. You will partner with cross-functional teams to optimize customer support processes, improve service delivery, and enable sustainable growth across voice, chat, and AI-powered channels. Combining strategic leadership with hands-on operational expertise, you will transform complex datasets into actionable insights that influence business outcomes. This role is ideal for someone who thrives in a fast-paced SaaS environment and enjoys building efficient systems that empower both customers and support teams.
Accountabilities
- Lead the design, maintenance, and optimization of support reporting dashboards and KPI frameworks covering customer satisfaction, service levels, quality, productivity, AI performance, and operational efficiency.
- Deliver actionable performance insights to leadership by analyzing large datasets and translating operational metrics into strategic recommendations.
- Oversee the workforce management function, providing leadership for forecasting, capacity planning, staffing strategies, scheduling policies, and long-term headcount planning.
- Manage and continuously improve the quality assurance program, including scorecard development, calibration processes, sampling methodologies, and quality reporting.
- Identify operational inefficiencies and lead cross-functional initiatives to improve workflows, increase automation, reduce handle times, and enhance customer experiences.
- Own customer satisfaction reporting and quality feedback programs, ensuring insights are routed appropriately to support coaching, product improvements, and operational enhancements.
- Develop and maintain knowledge management processes, internal documentation, enablement resources, and training standards that improve agent performance and operational consistency.
- Partner closely with technology, AI, Customer Success, and Onboarding teams to align operational strategies, reporting, and process improvements.
- Provide leadership, coaching, and performance management for workforce management and future support operations team members.
Requirements
- Minimum of 5 years of experience in support operations, contact center operations, or a similar operational leadership role.
- Proven experience designing KPI frameworks, operational dashboards, and executive-level reporting.
- Strong analytical skills with advanced proficiency in Excel, Google Sheets, SQL, or similar data analysis tools.
- Experience leading workforce management functions, including forecasting, scheduling strategy, capacity planning, and headcount management.
- Hands-on experience managing quality assurance programs, including scorecard design, calibration, and quality monitoring.
- Strong understanding of contact center operations across voice and chat support environments.
- Excellent communication and presentation skills with the ability to transform complex operational data into clear business recommendations.
- Experience working within SaaS or technology-driven customer support organizations.
- Familiarity with customer support platforms such as Zendesk, Intercom, or similar solutions is highly desirable.
- Knowledge of AI-enabled customer support operations, workforce optimization, customer satisfaction programs, and knowledge management is preferred.
- Strong leadership, strategic thinking, problem-solving, and cross-functional collaboration skills.
Benefits
- Fully remote work environment with periodic company events and team off-sites.
- Competitive base salary.
- Generous Paid Time Off.
- Paid parental leave, maternity leave, medical leave, and family support benefits.
- Comprehensive medical, dental, vision, and prescription coverage, including employer-paid employee health plans and family contribution support.
- Free confidential mental health counseling through BetterHelp.
- 401(k) retirement plan with 100% employer matching on contributions up to 6%.
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
- Life insurance and Accidental Death & Dismemberment (AD&D) coverage.
- Monthly wellness reimbursement of up to $60.
- $300 home office setup allowance after one year of employment.
- Continuing education support and professional development opportunities.
- Collaborative, mission-driven culture with regular team gatherings and company events.