Sr. Support Operations Manager

The Senior Support Operations Manager is responsible for guiding the planning, development, standardization, and continuous improvement of the tools, systems, and operational processes used by our organization to Support and deliver high-quality service to customers and internal stakeholders. This role ensures that Support Operations platforms, workflows, and governance models are scalable, efficient, and aligned with our business objectives and service delivery strategy.

The role requires strong project management, operational governance, and analytical skills to drive cross-functional initiatives, optimize system usage, and improve operational performance across a global, 24×7 Support organization. The Support Operations Manager applies continuous improvement principles to lead incremental change cycles, improve data quality, enhance reporting and insights, and enable consistent execution of Support processes worldwide.

This position operates as the operational owner for Support systems and processes, partnering closely with Support leadership, Engineering, Cloud Operations, Product Management, Services, and external vendors. The Support Operations Manager ensures operational readiness for new tools, releases, and process changes, while maintaining system stability, compliance, and adoption across regions.

Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate during core business hours in the AMS region with some overlap with A/P and EMEA. Occasionally, you will be asked to adjust hours given our 24/7 nature of the business. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.

Support Delivery Platforms Ownership and Team Leadership

• Manage and guide a team of developers and system administrators responsible for the configuration, enhancement, and maintenance of Support Delivery platforms and systems.

• Ensure availability, reliability, and scalability of systems that enable global Support service delivery.

• Establish clear ownership, standards, and accountability for Support Delivery platforms and related activities.

Platform Administration, Maintenance, and Data Integrity:

• Oversee administration and maintenance of Support Delivery systems (case management, knowledge management, scheduling, telephony, reporting, and survey tools).

• Manage user access, permissions, roles, and configurations across platforms.

• Maintain data integrity, accuracy, and consistency across Support systems.

Program and Project Execution:

• Lead and deliver programs and projects related to Support Delivery platforms, enhancements, integrations, and upgrades.

• Plan, execute, and track initiatives in alignment with Support and business priorities.

• Ensure changes are delivered with minimal disruption to ongoing Support operations.

Workflow Optimization, Automation, and Continuous Improvement:

• Drive continuous improvement initiatives to streamline workflows and improve operational efficiency.

• Identify and implement automation opportunities to reduce manual effort and improve consistency.

• Measure and track the impact of optimization initiatives on Support performance.

Stakeholder Enablement and Cross-Functional Collaboration:

• Provide guidance, consultation, and coaching to internal and external stakeholders on effective use of Support Delivery platforms.

• Collaborate closely with Support Leadership, Engineering, Cloud Operations, Services, Product Management, and Program teams.

• Ensure platforms enable end-to-end service delivery workflows across functions.

Process, Governance, and Compliance Alignment:

• Partner with process and compliance teams to ensure Support Delivery platforms align with defined workflows, governance standards, and audit requirements.

• Enforce change control, configuration standards, and release discipline.

• Support audits and reviews through accurate system configuration and documentation.

Metrics, Reporting, and Operational Insights

• Define and maintain operational metrics and dashboards for Support Delivery performance.

• Analyze system usage, data quality, and operational trends to identify improvement opportunities.

• Enable data-driven decision-making for Support leadership.

Any Other Duties as Assigned:

• Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support.

Education:

• Bachelor’s degree in Information Systems, Computer Science, Engineering, Business Administration, or a related field.

• Relevant professional certifications (IT service management, systems administration, project management, or analytics) are a plus but not required.

• Equivalent practical experience may be considered in lieu of formal education.

Experience:

• 8–12 years of progressive experience in Support Operations, Service Delivery systems, enterprise applications, or related operational roles.

• 3–5+ years of experience managing or leading teams responsible for support systems, platforms, or operational tools.

• Proven experience leading programs or projects involving support platforms such as case management, knowledge management, workforce/scheduling, reporting, or analytics systems.

• Experience working in a global, 24×7 Support organization, including coordination across multiple regions and time zones.

• Demonstrated experience driving operational improvements, system standardization, and automation initiatives.

Technical Skills

• Strong working knowledge of support delivery platforms, such as CRM, case management, knowledge management, workforce scheduling, telephony, reporting, and survey tools.

• Experience with system configuration, access management, data integrity, and operational reporting.

• Familiarity with integrations between support platforms and related systems (e.g., CRM, analytics, engineering, or cloud platforms).

• Understanding of release management, change control, and operational governance for production systems.

• Ability to interpret operational data, dashboards, and metrics to identify trends and improvement opportunities.

Soft Skills:

• Strong operational leadership and team management skills, with the ability to guide technical and administrative resources.

• Excellent analytical and problem-solving skills, with a focus on practical, scalable solutions.

• Strong communication skills, with the ability to clearly explain complex system or process topics to both technical and non-technical stakeholders.

• Proven ability to collaborate cross-functionally and influence outcomes without direct authority.

• Strong organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously.

• Continuous improvement mindset, with a proactive approach to identifying gaps and driving incremental change.

• Your health and well being are important to us at our organization. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set