Support Operations Manager, Analytics & Workforce

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Operations Manager, Analytics & Workforce based in the United States.

This is an exciting opportunity for an experienced operations leader to shape the performance and scalability of a high-performing customer support organization. In this remote role, you will oversee analytics, workforce management, quality assurance, and operational strategy, ensuring data drives every decision. You will partner with cross‑functional teams to optimize customer support processes, improve service delivery, and enable sustainable growth across voice, chat, and AI‑powered channels.

Combining strategic leadership with hands‑on operational expertise, you will transform complex datasets into actionable insights that influence business outcomes. This role is ideal for someone who thrives in a fast‑paced SaaS environment and enjoys building efficient systems that empower both customers and support teams.

• Lead the design, maintenance, and optimization of support reporting dashboards and KPI frameworks covering customer satisfaction, service levels, quality, productivity, AI performance, and operational efficiency.
• Deliver actionable performance insights to leadership by analyzing large datasets and translating operational metrics into strategic recommendations.
• Oversee the workforce management function, providing leadership for forecasting, capacity planning, staffing strategies, scheduling policies, and long‑term headcount planning.
• Manage and continuously improve the quality assurance program, including scorecard development, calibration processes, sampling methodologies, and quality reporting.
• Identify operational inefficiencies and lead cross‑functional initiatives to improve workflows, increase automation, reduce handle times, and enhance customer experiences.
• Own customer satisfaction reporting and quality feedback programs, ensuring insights are routed appropriately to support coaching, product improvements, and operational enhancements.
• Develop and maintain knowledge management processes, internal documentation, enablement resources, and training standards that improve agent performance and operational consistency.
• Partner closely with technology, AI, Customer Success, and Onboarding teams to align operational strategies, reporting, and process improvements.
• Provide leadership, coaching, and performance management for workforce management and future support operations team members.

• Minimum of 5 years of experience in support operations, contact center operations, or a similar operational leadership role.
• Proven experience designing KPI frameworks, operational dashboards, and executive‑level reporting.
• Strong analytical skills with advanced proficiency in Excel, Google Sheets, SQL, or similar data analysis tools.
• Experience leading workforce management functions, including forecasting, scheduling strategy, capacity planning, and headcount management.
• Hands‑on experience managing quality assurance programs, including scorecard design, calibration, and quality monitoring.
• Strong understanding of contact center operations across voice and chat support environments.
• Excellent communication and presentation skills with the ability to transform complex operational data into clear business recommendations.
• Experience working within SaaS or technology‑driven customer support organizations.
• Familiarity with customer support platforms such as Zendesk, Intercom, or similar solutions is highly desirable.
• Knowledge of AI‑enabled customer support operations, workforce optimization, customer satisfaction programs, and knowledge management is preferred.
• Strong leadership, strategic thinking, problem‑solving, and cross‑functional collaboration skills.

• Fully remote work environment with periodic company events and team off‑sites.
• Competitive base salary.
• Generous Paid Time Off.
• Paid parental leave, maternity leave, medical leave, and family support benefits.
• Comprehensive medical, dental, vision, and prescription coverage, including employer‑paid employee health plans and family contribution support.
• Free confidential mental health counseling through Better Help.
• 401(k) retirement plan with 100% employer matching on contributions up to 6%.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Life insurance and Accidental Death & Dismemberment (AD&D) coverage.
• Monthly wellness reimbursement of up to $60.
• $300 home office setup allowance after one year of employment.
• Continuing education support and professional development opportunities.
• Collaborative, mission‑driven culture with regular team gatherings and company events.