Support Operations Manager

The Support Operations Manager is a strategic and highly organized role responsible for ensuring service resilience and eliminating recurring customer issues. You will be the central point for operational support excellence, owning the Problem Management lifecycle and driving the optimization of core customer support processes.

Key Responsibilities

• Map, analyze, and optimize end-to-end customer support workflows (e.g., Triage, Escalation, Knowledge Management) to identify pain points and inconsistencies.
• Design and document future-state service delivery processes and governance models, applying industry best practices (e.g., Lean) to improve key support KPIs.

Governance, Tooling & Change Management

• Create clear, concise, and comprehensive process maps, policies, procedures, and training materials specifically tailored for support teams.
• Define requirements for and assist in configuring ITSM and CRM tools (e.g., Datadog, Salesforce Cases, etc.) to effectively manage Incidents, Escalations, and Problems. Maintain and update tools and dashboards used for real-time service health tracking and incident reporting.
• Facilitate collaboration and drive alignment across internal teams to ensure new processes are understood and adopted.

Problem Management & Continuous Improvement

• Own the entire Problem Record (PR) lifecycle from initiation through permanent correction.
• Facilitate Root Cause Analysis (RCA) workshops and coordinate cross-functional efforts with Engineering and Product to prioritize and implement permanent fixes.
• Drive the adoption of lessons learned from Post-Incident Reviews (PIRs) to continuously improve overall support processes.

• Partner with the Service Readiness Manager to develop incident escalation paths, and communication plans for new product releases.
• Lead the Customer Success Business Continuity/Disaster Recovery (BC/DR) strategy and response during significant business disruptions.
• Facilitate launch-day service monitoring, triaging initial incidents, and coordinating the reactive response.

 Leadership and Expertise

• Serve as the Subject Matter Expert (SME) for all customer support methodologies and tools.
• Provide expert guidance and mentorship to customer support staff.

Experience: 7+ years in technical support, operations, incident management, or problem management, ideally in a regulated, fast-paced environment.

ITSM Expertise: Deep familiarity with ITIL principles (Incident, Problem, Change Management). ITIL Certification is highly preferred.

Compliance: Proven ability to design, implement, and audit service processes that ensure sustained compliance (e.g., FDA, MDR, HIPAA).

Skills: Proficiency with incident management/ticketing systems (e.g., Salesforce Cases, etc.) and excellent communication skills for engaging both technical and non-technical stakeholders. Ability to understand and/or develop system diagrams and technical documentation to effectively triage issues and route them to the appropriate engineering or support group.

Travel

5 - 10% travel required for occasional business meetings

This position has an estimated base salary of $110,000-$165,000, and bonus.