Strategic Support Operations Manager

Employer Industry: SaaS (Software as a Service)

• Salary up to $223,000 based on geographic pay zone
• Comprehensive benefits package including mental health support and career coaching
• Opportunity for career advancement and growth within the organization
• Flexibility to work remotely or in-office with a hybrid schedule
• High-performing, customer-first culture focused on excellence and continuous improvement

• Translate the Support strategy and multi-horizon roadmap into actionable programs and measurable milestones
• Lead, coach, and develop a team of Business Program Partners and Operations Analysts
• Ensure successful operational workflows across global Support, including case management and quality management
• Drive change management for global Support programs, ensuring smooth rollouts and adoption
• Develop program governance frameworks and communicate progress to leadership

• 8+ years of experience in Support Operations, CX Operations, or Program Management within a high-growth SaaS environment
• 3+ years of experience leading teams of program managers, business partners, and analysts
• Deep expertise in support processes, workflow design, and operational best practices
• Highly analytical with strong data fluency and experience building dashboards
• Exceptional communication skills with the ability to produce executive-ready content

• Proven track record of translating strategy into execution and driving operational rigor
• Experience leading change management for global teams and driving adoption of new processes
• Demonstrated curiosity about AI tools and emerging technologies
• Skilled at partnering with cross-functional teams to drive alignment and resolve blockers

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