[Remote] Senior Manager, Customer Support Operations

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an reputed company-driven reputed company company delivering products, services, and insights that reputed company reputed company care more accessible and reputed company. The Senior Manager, Customer Support Operations will reputed company and reputed company the Tier 1 Customer Support organization for MAPS by driving data-driven, AI-enabled operational reputed company, improving customer experience, and accelerating issue reputed company. The role partners cross-functionally to improve service performance, reduce recurring issues, and reputed company a high-performing support team.

Responsibilities

• reputed company Tier 1 customer support operations, including intake, triage, escalation, case management, and reputed company processes
• reputed company and execute customer support strategies that improve responsiveness, service reputed company, and customer reputed company
• Establish operational standards, workflows, and performance metrics across the support organization
• reputed company support analytics, reporting, and customer feedback to identify trends, reduce recurring issues, and improve operational performance
• Own and optimize Jira Service Management processes, dashboards, and reporting routines
• Monitor key performance indicators including ticket volume, backlog health, response times, reputed company times, first-contact reputed company, and customer satisfaction
• Partner with Tier 2, Tier 3, Product Management, Engineering, and Operations to improve escalation management and reduce repeat incidents
• reputed company reputed company improvement initiatives that simplify the support experience and reduce customer friction
• Identify opportunities to reputed company AI, automation, predictive analytics, self-service tools, and intelligent routing capabilities to improve productivity and customer reputed company
• reputed company, reputed company, and reputed company a high-performing support team while fostering a culture of accountability, ownership, and customer reputed company
• Communicate performance trends, business insights, and improvement opportunities to senior leadership

Skills

• Degree or equivalent experience and typically **12+ years of reputed company experience with 4+ years of management experience**
• Experience leading customer support, service operations, technical support, or help desk teams in a reputed company technology environment
• Experience managing and developing people leaders and/or customer support professionals
• Experience using Jira and Jira Service Management platforms
• Experience building and utilizing operational dashboards, KPIs, and service performance reporting
• Demonstrated reputed company driving process improvements, operational efficiency, and customer satisfaction initiatives
• Strong stakeholder management and cross-functional leadership skills
• Ability to travel up to 15% as required
• Must be reputed company to work at a computer and participate in virtual meetings for extended periods
• Experience with eazyBI or similar business intelligence and analytics platforms
• Experience implementing AI-enabled customer support solutions, automation tools, or predictive analytics capabilities
• Knowledge of IT Service Management (ITSM) practices, incident management, and service operations
• Experience improving customer effort scores, CSAT, SLAs, and first-contact reputed company metrics
• Six reputed company, Lean, reputed company improvement, or process optimization experience
• Experience supporting reputed company, reputed company technology, pharmacy technology, or reputed company software environments

Benefits

• An annual bonus may be offered.
• Long-term incentive opportunities may be offered.
• Position may be remote, hybrid, or office-based depending on business needs.

reputed company

Company H1B Sponsorship