Support Operations Manager

Support Operations Manager

We are seeking a highly analytical and versatile Support Operations Manager to join our Customer Support Operations team. This role serves as the operational and analytical backbone of Support; you will be responsible for building and managing scalable programs around process improvement, automation, and AI adoption to transform Support into a true growth lever for Apollo. This role will also own Support analytics, reporting, and insights, ensuring the team has full visibility into performance and opportunities for improvement.

As the Support Operations Manager, you'll own Support reporting, analytics, and performance measurement, as well as program manage initiatives that enhance operational efficiency, AI adoption, and agent productivity. You'll act as a strategic and tactical partner to Support leadership balancing hands‑on execution with forward‑looking problem solving across systems, process, and people operations.

This is an ideal opportunity for a proactive, data‑driven operator who thrives in high‑growth, product‑led environments and is excited about combining strategic problem‑solving with hands‑on operational execution.

• Act as the operational project manager for Support initiatives, driving alignment and execution across teams.
• Build and maintain Support dashboards and reports that surface insights on SLA attainment, cost per ticket, CSAT, deflection, and efficiency.
• Conduct ad‑hoc analyses to uncover the drivers of operational performance and recommend data‑backed improvements.
• Lead and manage the bonus program, partnering with Finance and People teams to ensure accurate calculations, clear communication, and strategic alignment.
• Translate support data and insights into actionable recommendations for leadership to improve efficiency, quality, and retention.
• Champion the adoption of AI‑powered solutions from chatbots to QA automation to workflow optimization to continuously enhance Support's productivity and scalability.
• Add cross‑functional and which teams working with

• 35 years of experience in Support Operations, Rev Ops, or Business Operations, ideally in a SaaS environment.
• Experience in program management of cross‑functional initiatives that drove measurable outcomes in efficiency or retention.
• Proven track record of implementing AI‑driven support tools (chatbots, workflow automation, or AI QA) to drive efficiency.
• Strong analytical background with hands‑on experience in data reporting and visualization (Looker, Hex, Tableau, or similar).
• Hands‑on experience with support platforms (Intercom, Zendesk, Salesforce Service Cloud, or similar), workflow automation tools.
• Excellent communication and collaboration skills, with the ability to influence stakeholders across GTM, Product, and Engineering.
• Demonstrated ability to manage or design bonus programs.
• Thrives in high‑growth, product‑led environments with a bias toward simplicity, speed, and measurable impact.

• Apollo Stock Options
• Remote Work
• Dental & Vision
• Maternity Benefits
• Life / Disability
• 401K Plan
• Mental Health and EAP Assistance
• Office Equipment Allowance
• Travel Insurance

Additional benefits for this role may include equity; company bonus or sales commissions / bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and parental leave; employee assistance program and wellbeing benefits; global travel coverage; life / AD&D / STD / LTD insurance; FSA / HSA and medical, dental, and vision benefits.

The listed Pay Range reflects base salary range, except for sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commission / sales bonus targets and annual base salary for the role. This pay range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location.

Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

$150,000 - $150,000 USD

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