Manager, Support Operations

We are seeking a hands-on Manager of Support Operations to establish and evolve the operational foundation for a highly technical, engineer-led support organization. This role will focus on bringing clarity and structure to complex support workflows, building reliable reporting and metrics, and improving how support insights inform product and engineering decisions. While this role includes strategic ownership of the support operations roadmap, success will come from the ability to operate close to the work, understanding how issues are solved and designing systems that support that reality. Unlike high-volume support environments, our team handles complex, domain-specific issues that require deep expertise. The ideal candidate is comfortable operating in environments where problems are nuanced, workflows are not fully standardized, and improvements require thoughtful design rather than heavy-handed automation. We are also beginning to introduce AI-enabled capabilities such as knowledge generation and intelligent intake to support both customers and engineers. This role will help ensure these tools are implemented thoughtfully enhancing, not oversimplifying, complex support workflows. This role will partner closely with Support, Product, Engineering, Customer Success, and IT to improve visibility, consistency, and effectiveness across the support experience. Key Responsibilities Strategy & Planning Define and evolve a practical, forward-looking support operations roadmap aligned to company priorities and customer experience goals Establish lightweight but effective operating cadences (weekly reviews, performance tracking, issue escalation visibility) Balance short-term stabilization needs with longer-term improvements in systems, data, and processes Systems & Tools (Service Cloud) Own the structure and ongoing optimization of Salesforce Service Cloud as the core support platform Partner in the implementation and refinement of AI-supported tools (e.g., knowledge generation, chat-based intake) to improve information capture and accessibility without compromising the quality of complex support interactions Design and refine case lifecycle, fields, taxonomy, and routing logic to reflect real product issues and support workflows Ensure the system remains simple, usable, and adaptable, avoiding unnecessary complexity Partner with internal teams and external partners to maintain data integrity and system reliability Support Workflow & Structure Partner closely with support engineers to understand how complex issues are diagnosed and resolved in practiceImprove case intake, categorization, and routing to better align with product areas and team expertiseIdentify inconsistencies in how work is performed and introduce structure where it adds clarity and value Metrics & Analytics Define and implement a core set of support metrics that reflect both operational health and customer impactBuild reporting that provides visibility into support demand, trends, backlog, and recurring product or customer pain pointsTranslate support activity into actionable insights for Product and Engineering Enablement & Process Improvement Develop clear, practical documentation and playbooks that support consistent execution without over-constraining expert teamsExplore opportunities to leverage AI to better capture, structure, and surface knowledge from complex support casesIdentify opportunities to reduce friction in workflows while respecting the complexity of the workIntroduce improvements incrementally, with a focus on adoption and real impact Cross-Functional Collaboration Act as a bridge between Support, Product, and Engineering to ensure support insights are visible and actionableHelp establish feedback loops that connect customer issues to product improvementsPartner with leadership on prioritization of operational and product-related improvements   Leadership & Team Development Stand up and scale the Support Operations function, building foundational processes and capabilities to support long-term growthProvide clarity, prioritization, and direction in an evolving environmentOperate as the primary owner of support operations, influencing without authority across experienced teamsBuild, develop, and lead a high-performing team, setting clear expectations, coaching for growth, and fostering a culture of accountability, continuous improvement, and strong business partnershipPartner closely with Support leadership to align team priorities, capacity, and outcomes to business needsDrive cross-functional collaboration by enabling teams with tools, insights, and scalable processes Qualifications 8–10 years of experience in Support Operations, Technical Support, or related roles in a B2B or complex product environmentExperience building, leading, and developing high-performing teams, including hiring, coaching, and driving ongoing capability developmentExperience working closely with technical support or support engineering teamsDemonstrated ability to align team priorities, roles, and capacity to evolving business needs, driving clarity and executionDemonstrated ability to build structure, reporting, and processes in environments with incomplete or evolving dataInterest in applying emerging technologies (including AI) to improve support workflows and knowledge managementHands-on experience with Salesforce Service Cloud (configuration, workflows, reporting)Experience with either Forethought or Agentforce.Strong analytical skills with the ability to translate ambiguous data into clear insights and recommendationsAbility to operate both strategically and tacticallySome Travel may be required for company meetings and industry events.   What Success Looks Like Clear, trusted visibility into support demand and performanceImproved alignment between support work and product/engineering prioritiesMore consistent and structured support workflows without reducing effectivenessA support system that is understandable, maintainable, and adaptable over timeInnovative use of modern tools to increase team capacity and improve the customer experience.