The Senior Manager, Support Operations leads customer support operations, optimizing CX platforms, designing workflows, implementing AI initiatives, and enhancing performance through data-driven strategies.
Company Overview:
Age of Learning® is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning. The company’s research-based curriculum, developed by education experts, includes the award-winning programs ABCmouse.com® Early Learning Academy and Adventure Academy™, as well as the adaptive, personalized school solutions, My Math Academy®, My Reading Academy®, and My Reading Academy Español. Having served over 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children. To learn more about Age of Learning, visit www.AgeofLearning.com.
The Senior Manager, Support Operations is responsible for leading the strategic development and continuous improvement of Age of Learning's customer support operations. This role oversees technical systems like Zendesk and AI tools, designs scalable workflows, drives cross-functional initiatives, and ensures support performance through data-driven decisions. 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 (Zendesk, Ada, etc.), ensuring performance, reliability, and alignment with operational needs
• Design and improve support workflows, automation, and ticketing logic to increase efficiency and customer satisfaction
• Lead strategic automation and AI initiatives, including chatbot development and CRM integrations
• Partner with Engineering, Product, Legal, and Marketing to implement scalable, 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 decisions
• Lead vendor relationships and system implementation efforts
• Support training and onboarding by documenting system processes and updates
• Champion change management and best practices in support operations
• Lead strategic automation and AI initiatives, including chatbot development and CRM integrations
• Partner with Engineering, Product, Legal, and Marketing to implement scalable, 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 decisions
• Lead vendor relationships and system implementation efforts
• Support training and onboarding by documenting system processes and updates
• Champion change management and best practices in support operations
Minimum Qualifications:
• 5+ years of Zendesk administration and CX systems experience
• Strong knowledge of support automation tools (e.g., Ada, Ultimate, Zonka)
• Proven track record of AI and chatbot implementation
• Deep understanding of support KPIs and reporting (e.g., CSAT, FRT, ticket deflection)
• Experience leading technical projects with cross-functional stakeholders
• Skilled in process optimization and systems thinking
• Ability to translate technical concepts for non-technical audiences
• Strong knowledge of support automation tools (e.g., Ada, Ultimate, Zonka)
• Proven track record of AI and chatbot implementation
• Deep understanding of support KPIs and reporting (e.g., CSAT, FRT, ticket deflection)
• Experience leading technical projects with cross-functional stakeholders
• Skilled in process optimization and systems thinking
• Ability to translate technical concepts for non-technical audiences
• Foundational SQL experience preferred, including running basic queries to support reporting and insights (e.g., working with tools like Zendesk and Snowflake)
• Strong communication, documentation, and change management skills
• Strong communication, documentation, and change management skills
Total Compensation:
The estimated salary range for a new hire in this position is $115,000 USD to $125,000 USD. Salary may vary depending on job-related factors, including knowledge, skills, experience, and location.
Age of Learning currently provides:
• 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
• A 401(k) program with employer match
• 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions
Security Advisory
At Age of Learning, we prioritize a safe recruitment process. Communication will come solely from official Age of Learning email addresses, @aofl.com, or our verified LinkedIn Recruiter accounts — be cautious of deviations. We will never request sensitive personal information during the early application stages. Interviews are conducted via phone, in person, or Zoom — never through messaging apps. Job offers are communicated verbally and followed by written documentation via Docusign. Any requests for personal information will occur through secure channels only.
An Equal Opportunity Employer
Age of Learning, Inc. (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender expression, age, physical or mental disability, medical condition, pregnancy, veteran or military status, marital status, sexual orientation, gender identity, domestic partner status, genetic information, or any other legally-recognized protected basis under federal, state, or local laws, regulations, or ordinances. Age of Learning, Inc. (the “Company”) will consider qualified applicants with criminal histories pursuant to EEOC requirements and state applicable laws, e.g. New York City Fair Chance Act.
Employee/Applicant Privacy Notice
Top Skills
Ada
Ultimate
Zendesk
Zonka
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