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ManagerFull-timeAI
Salary Range
$70,000 - $115,000 /year
About the Role
We are seeking a highly analytical and execution-focused Support Operations Program Manager to drive operational excellence across our customer support ecosystem. This role combines data-driven insights, program management rigor, and deep cross-functional partnership to deliver measurable improvements to customer and agent experience.
Key Responsibilities
- →Turn data into action. Partner closely with the BI and data engineering teams while also performing independent data exploration, extraction and analysis to identify patterns, trends, and operational opportunities.
- →Innovate and drive operational excellence. Proactively identify gaps, inefficiencies, and experience friction points across workflows, tools, and processes.
- →Drive change with clarity, rigor, and empathy. Build and implement process frameworks and change management strategies that enable the organization to scale while maintaining operational excellence.
- →Be a program owner from start to finish. Lead complex, cross-functional programs - from defining operational requirements and success criteria through launch, adoption, and ongoing measurement.
- →Champion customer and agent experience. Bring strong customer empathy and a deep understanding of support operations to everything you build.
Requirements
- ✓Strong analytical mindset and comfort with data-driven decisions.
- ✓Hands-on experience with analytics and reporting tools.
- ✓Experience working with cross-functional technical and GTM teams.
- ✓Familiarity with support operations and common support systems.
- ✓Curiosity and enthusiasm for AI and automation.
- ✓Exceptional program and project management skills.
- ✓Customer-first mindset and empathy for support teams.
Benefits
- ★Flexible time off
- ★401k to help you save for the future
- ★Generous medical, dental, and vision coverage for full-time employees and their dependents
- ★A parental leave program that includes options for a paid night nurse, and a gradual return to work
- ★Infertility/assisted reproductive services benefit
- ★Employee referral bonuses to encourage the addition of great new people to the team
- ★Snacks and beverages in the Office, along with fun events to celebrate
- ★Diversity and inclusion programs that promote employee resource groups
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