Senior Manager, Customer Operations

About this role

Job Description:

Summary

We are looking to hire two roles; one will be dedicated to managing an East Coast regional team and one will be dedicated to managing a West Coast regional team. This will be determined by employee location.

• Senior leadership role will be accountable for the day-to-day performance and continued development of assigned Technical Customer Support teams; leads Technical Support Analysts and owns key service outcomes across case execution, workload management, team capacity, and adoption of new workflows and products.
• Exercises independent judgment with urgency; uses dashboards, case data, customer feedback, and operational trends to identify emerging risks, recurring issues, and performance gaps, and translates those insights into measurable, timely actions.
• Leads the response to significant customer escalations by establishing clear ownership, aligning technical and business resources, maintaining effective communication, and driving issues to appropriate resolution.
• Partners cross-functionally with Development, Product, Operations, Quality, and IT to accelerate resolution of customer-impacting issues, improve supportability, and reduce repeat problems.
• Drives consistent case-management practices — including prioritization, case hygiene, aging controls, and escalation management — and builds scalable operating mechanisms, quality controls, and knowledge resources that enable consistent, high-quality service delivery.
• Works with Global Support Leadership to translate departmental objectives into tactical and operational plans; prepares and presents accurate performance updates to senior leadership, including trends, risks, corrective actions, and resource considerations.
• Builds a customer-focused, accountable, and inclusive team culture; leads organizational change with clear communication, stakeholder alignment, practical execution plans, and disciplined follow-through.

Required Qualifications

• 10+ years...