Senior Manager - Operations

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Job Summary:

Senior Manager – Operations

Key Responsibilities:

• Lead end-to-end operations for tech support and customer service, ensuring alignment with business objectives.
• Monitor and manage service levels across all support channels (chat, email, phone, ticketing) to meet or exceed defined SLA targets.
• Drive initiatives to improve CSAT, FCR (First Contact Resolution), AHT (Average Handle Time), and other key support metrics.
• Implement and optimize SOPs, workflows, and escalation protocols to ensure efficient resolution of customer queries.
• Collaborate with cross-functional teams (Product, Engineering, QA) to provide insights from customer interactions and drive product/service improvements.
• Use data and dashboards to analyze performance, identify trends, and develop action plans to address gaps or inefficiencies.
• Lead, mentor, and grow a high-performing team of team leads, supervisors, and support agents.
• Partner with WFM (Workforce Management) and Quality Assurance teams to ensure resource alignment, forecasting, and process adherence.
• Oversee onboarding and continuous training of team members to ensure consistent service quality and technical competence.
• Manage external support vendors or BPOs (if applicable), ensuring they meet performance, compliance, and quality standards.
  

Qualifications:

• Bachelor’s degree in Business, Technology, or a related field (MBA or equivalent preferred).
• 8+ years of experience in customer service or technical support operations, with 3+ years in a leadership role.
• Strong understanding of SLA management, CSAT measurement, and customer lifecycle strategies.
• Experience working with CRM/helpdesk platforms (e.g., Zendesk, Salesforce, Freshdesk) and support analytics tools.
• Proven track record of driving operational KPIs and improving customer experience in tech-driven environments.
• Excellent leadership, communication, and stakeholder management skills.
• Analytical mindset with experience in building reports, dashboards, and operational scorecards.
  

Key Competencies:

• SLA and CSAT Ownership
• Team Leadership & Development
• Customer-Centric Thinking
• Process Optimization & Automation
• Data-Driven Decision Making
• Multi-Channel Support Management
• Crisis & Escalation Handling
• Cross-Functional Collaboration