Customer Support Operations Manager

Overview

The Customer Support Operations Manager will lead their assigned team of support analysts and drive operational excellence in delivering customer support. This role ensures the team is equipped with the technical and product knowledge needed to effectively resolve customer issues, particularly for clients using ERP systems, cloud solutions, and public sector supply chain platforms. The manager will collaborate cross-functionally to remove blockers, improve processes, and contribute to a culture of continuous improvement and customer-centric service.

In addition to team performance and development, this role requires alignment with compliance standards for supporting US Government Cloud customers, and therefore requires US residency or green card status. The ideal candidate is operationally focused, results-driven, and motivated to build high-performing teams that improve the customer experience.

• Set clear goals and expectations for a support team, conduct regular 1:1s, and provide coaching based on team KPIs and performance outcomes
• Coordinate training, enablement, and knowledge sharing to ensure technical and product readiness across ERP, Cloud, and public sector domains
• Collaborate with Product, Engineering, and Cloud Operations to remove obstacles, manage escalations, and resolve systemic issues impacting customer success
• Analyze team and customer support metrics to identify trends, inefficiencies, and opportunities for continuous improvement
• Maintain and improve SOPs, escalation workflows, and documentation to support consistent and scalable support delivery
• Review customer feedback, case data, and escalation themes to improve service quality, customer satisfaction, and retention
• Create and deliver reports, insights, and recommendations to leadership on support performance, customer trends, and process enhancement initiatives

• Experience managing customer support or support operations teams
• Experience using customer support tools and systems
• Experience working with technical products, such as ERP or cloud-based platforms
• Experience analyzing data to assess performance or identify process improvement opportunities
• Experience working with cross-functional teams, including product and engineering
• US citizen, resident or green card holder required for Government Cloud support

• Experience aligning support operations with business or customer success goals
• Experience applying project management frameworks or methodologies
• Experience using analytics or reporting tools to inform decisions
• Experience supporting cloud-based systems or ERP platforms
• Knowledge of public sector or healthcare supply chain operations
• Experience working in a global organization
• Bachelor's degree in a related field or equivalent experience

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

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At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value…