Senior Manager, Customer Operations

Role overview Lead the daily performance and ongoing development of a regional technical customer support team. The position combines people leadership with ownership of case execution, workload and capacity planning, customer escalations, operational measures, and improvements to support processes. The assigned region, East or West Coast, is determined by the employee’s location.

Responsibilities - Guide technical support analysts and manage team performance, capacity, case backlogs, and adoption of new workflows and products. - Use dashboards, case trends, and customer feedback to identify service risks and performance gaps, then drive measurable corrective actions. - Lead significant customer escalations by assigning clear ownership, coordinating technical and business partners, communicating progress, and driving resolution. - Partner with development, product, operations, quality, and IT teams to resolve customer-impacting issues and reduce repeat problems. - Establish consistent case practices, quality controls, escalation processes, and knowledge resources to support reliable service. - Translate department objectives into operational plans and report performance, risks, corrective actions, and resource needs to senior leaders.

Requirements - At least 10 years of experience in enterprise customer support, technical support, or service management, including substantial leadership of technical support organizations. - At least five years of people management experience, including direct leadership of technical support professionals. - Experience managing support KPIs, escalations, backlogs, and cross-functional issue resolution. - Enterprise SaaS credibility and the ability to explain technical issues in terms of customer and business impact. - Strong analytical, operational, communication, presentation, and stakeholder-management skills. - Bachelor’s degree in a relevant field or an equivalent combination of education and experience.

Nice to have Experience with automation, AI-enabled tools, advanced analytics, continuous improvement, quality management, change management, multichannel support, or self-service is useful. Service or project-management certifications such as ITIL, HDI, or PMI are also preferred; budget management experience is mentioned.