The Support Operations Manager leads projects to enhance customer support experiences, collaborating across teams to drive improvements and analyze customer feedback.
Role DescriptionResponsibilities
We’re looking for a Customer Experience Support Operations Manager to join our Customer Experience organization. In this role, you will lead the end-to-end delivery of projects that enhance the support journey for our customers. You’ll work cross-functionally to identify pain points, prioritize initiatives, and implement improvements to create a seamless, efficient, and scalable support experience.
This role sits at the intersection of operations, product, and support, and is ideal for someone who can combine systems thinking with execution.
- Own and drive the delivery of high-impact support experience initiatives—from problem definition through to implementation and measurement.
- Collaborate with support operations and engineering, and design to scope solutions and align on delivery timelines.
- Manage project timelines, risks, and communications for support experience improvements.
- Develop business requirements and use cases based on customer feedback, agent insights, and data analysis.
- Continuously evaluate and optimize existing customer support flows and tooling.
- Track the impact of delivered initiatives on key customer experience metrics.
- Advocate for the voice of the customer in internal decision-making.
- 6+ years of experience in program management, business analysis, or service delivery.
- Experience working within a customer support or CX function.
- Demonstrated experience leading cross-functional projects end to end.
- Strong analytical and problem-solving skills; ability to use data to inform decisions.
- Excellent communication and stakeholder management skills.
- Experience with support platforms (e.g. Zendesk, Salesforce Service Cloud) and routing logic is a plus.
- Comfortable operating in ambiguity and driving clarity in fast-moving environments.
- You hold a degree with a focus in business, technical, IT, product.
- You have 6+ years of relevant professional experience, ideally within a B2B, SaaS, or service environment, working closely with customer-facing and/or product teams.
- You have project management experience leading large cross functional projects.
- You have prior experience in a customer-facing role.
- You are self-driven, team player, effective, and possess strong problem-solving skills.
- You communicate clearly and concisely, with the ability to translate technical concepts for non-technical audiences and distill key information into succinct updates.
- You have demonstrated analysis skills, using tools like SQL, spreadsheets, or similar.
Canada Pay Range
$90,100—$121,900 CAD
Top Skills
Salesforce Service Cloud
Spreadsheets
SQL
Zendesk
Dropbox Boston, Massachusetts, USA Office
Boston, MA, United States
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