Senior Support Operations Manager

About the role

The right person thinks in systems and can own an initiative from first principles to final rollout. You do not wait to be handed a problem. You surface the ones worth solving, frame them, and bring a recommendation. The outcomes you drive will show up directly in how our customers experience PandaDoc along with our Support Team's main KPIs.

Requirements

• 5+ years working as the operational core of a customer-facing organization (Support, CX, or closely adjacent); recent Support Ops experience recommended
• Track record leading change/process redesign and AI integrations that stick
• High degree of business ownership, translating data into a POV and recommendation
• Ability to move from ambiguous problems to launched initiatives
• Ability to earn trust and alignment at the executive level
• Owned a budget, run a planning cycle, explained a variance
• Fluent in platforms modern support/CX orgs run on: e.g. Intercom/Zendesk, Gainsight/Planhat, Salesforce, Jira/CWM software

What you'll do

• Lead the rhythm of business for Support leadership
• Drive strategy and build for 0 to 1 programs and other key initiatives
• Own the customer lifecycle intelligence layer
• Lead AI and automation strategy for Support
• Own planning and forecasting
• Build performance management infrastructure
• Serve as the cross-functional operator for Support

Where this was posted

• LinkedIn

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