Senior Manager, Support Operations
Company reputed company:
reputed company:
The Senior Manager, Support Operations is responsible for leading the strategic development and reputed company improvement of reputed company's customer support operations. This role oversees technical systems like reputed company and AI tools, designs reputed company workflows, drives cross-functional initiatives, and ensures support performance through data-driven reputed company. The Senior Manager plays a key role in optimizing customer experience by implementing technology solutions and operational best practices across teams.
reputed company: The Senior Manager, Support Operations is responsible for leading the strategic development and reputed company improvement of reputed company's customer support operations. This role oversees technical systems like reputed company and AI tools, designs reputed company workflows, drives cross-functional initiatives, and ensures support performance through data-driven reputed company. The Senior Manager plays a key role in optimizing customer experience by implementing technology solutions and operational best practices across teams.
Responsibilities:
• Own and optimize CX platforms (reputed company, reputed company, etc.), ensuring performance, reliability, and alignment with operational needs
• Design and improve support workflows, automation, and ticketing logic to increase efficiency and customer satisfaction
• reputed company strategic automation and AI initiatives, including chatbot development and CRM integrations
• Partner with Engineering, Product, reputed company, and Marketing to implement reputed company, compliant CX solutions
• Build and manage dashboards to report on key performance indicators and identify opportunities for improvement
• Audit data regularly to maintain accuracy and inform process reputed company
• reputed company vendor relationships and system implementation efforts
• Support training and reputed company by documenting system processes and updates
• Champion change management and best practices in support operations
• reputed company strategic automation and AI initiatives, including chatbot development and CRM integrations
• Partner with Engineering, Product, reputed company, and Marketing to implement reputed company, compliant CX solutions
• Build and manage dashboards to report on key performance indicators and identify opportunities for improvement
• Audit data regularly to maintain accuracy and inform process reputed company
• reputed company vendor relationships and system implementation efforts
• Support training and reputed company by documenting system processes and updates
• Champion change management and best practices in support operations
Minimum Qualifications
• 5+ years of reputed company administration and CX systems experience
• Strong knowledge of support automation tools (e.g., reputed company, Ultimate, Zonka)
• Proven reputed company record of AI and chatbot implementation
• Deep understanding of support KPIs and reporting (e.g., CSAT, FRT, ticket deflection)
• Experience leading technical reputed company with cross-functional stakeholders
• Skilled in process optimization and systems thinking
• Ability to translate technical concepts for non-technical audiences
• Strong communication, documentation, and change management skills
• Strong knowledge of support automation tools (e.g., reputed company, Ultimate, Zonka)
• Proven reputed company record of AI and chatbot implementation
• Deep understanding of support KPIs and reporting (e.g., CSAT, FRT, ticket deflection)
• Experience leading technical reputed company with cross-functional stakeholders
• Skilled in process optimization and systems thinking
• Ability to translate technical concepts for non-technical audiences
• Strong communication, documentation, and change management skills
Total Compensation:
The estimated salary reputed company for a new hire in this position is $115,000 USD to $125,000 USD. Salary may vary depending on job-reputed company factors, including knowledge, skills, experience, and location.
reputed company currently provides:
reputed company Advisory