Support Operations Manager

Support Operations Overview

The Support Operations Manager is a critical role on the Customer Experience Strategy & Operations team, dedicated to driving the efficiency and effectiveness of our Customer Support organization. This role is a blend of strategic planning and hands-on execution. You will be responsible for transforming data into actionanalyzing ticket trends to provide meaningful insights, redesigning processes for greater efficiency, and implementing system changes that empower the team to deliver high quality support. You will also own workforce management, creating a data-driven approach to scheduling and resource planning that ensures we deliver on our promises to customers. We are looking for a collaborative, team-first operator to join us in this mission.

Responsibilities

Stakeholder Management : Serve as the primary business partner to the Head of Support and the leadership team, acting as a trusted advisor across all aspects of the business. You will drive operational excellence by partnering on strategy, planning, execution, and delivering critical insights through data and analytics.

Data-Driven Strategy : Define, monitor, and report on key Support KPIs and team performance metrics. You will leverage these insights to partner with leadership on optimizing our channel strategies and team workflows.

Workforce Management : Build and maintain our workforce management model. You will analyze support ticket trends and volume forecasts to define and organize support shifts, schedules, and coverage models to maximize team efficiency and meet customer SLAs.

Operational Cadence : In close partnership with FP&A and BI, you will drive the Support team's operational cadence, including annual planning, quarterly business reviews, and ongoing metrics reviews.

Process Improvement : Document, implement, and continuously improve processes and workflows for the Global Support team to drive consistency and scalability.

Tooling Ownership : Own and maintain our Support tooling, including all systems, reports, dashboards, and process documentation.

Systems Roadmap : Partner with our GTM Systems team to develop the Support systems roadmap, rolling out new tools and automation to support evolving strategies.

Voice of the Customer : Develop a deep understanding of customer satisfaction (CSAT / DSAT) trends. You will leverage this data to champion the Voice of the Customer, providing data-backed recommendations for product development, QA processes, and support workflows.

Requirements

7+ years of related experience, preferably in Technical Support, Support Operations, or Product / Engineering

Experience building forecast and capacity models for support teams.

Ability to analyze data, identify patterns, and solve complex problems

Proven track record of successfully orchestrating large-scale transformation projects

Excellent communication and presentation skills (written & verbal) and the ability to convey complex ideas and present findings in senior leadership in a clear and concise manner.

Experience and understanding of SaaS and different Support business models.

Possess exceptional analytical and problem-solving skills and be comfortable interacting with all levels, including Executive Leadership.

Previous experience with Zendesk and scaling SaaS companies strongly preferred

Demonstrated ability to think strategically and prioritize large volumes of work

Base Salary Range : $135,000.00 - $165,000.00

The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad's competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.