Support Operations Manager

The Support Operations Manager will help optimize the customer experience by assisting with operational and strategic initiatives across the Customer Advocacy Support Group. This role encompasses leading online and e-support operations and initiatives, whether onshore or offshore, to deliver support that aligns with department goals, priorities, and surpasses department KPIs.

Additionally, the Support Operations Manager will be responsible for developing service, process and content improvements for end-users, service providers, and technical assistance centers. Furthermore, the position involves managing all support administrative functions, which includes but is not limited to HQ partner administration, invoice, and associated systems.

To be successful in this role, they will need to be self-starting, disciplined, and passionate about achieving tangible results. The ideal candidate has experience serving in a strategy & operational role as a consultant or internal resource, succeeds at influencing without authority, and juggling multiple assignments in a fast-paced, complex environment.

Duties may include but are not limited to:

• Act as a strategic collaborator within the Customer Advocacy Leadership Team to aid in the creation and upkeep of functional roadmaps.
• Collaborate with stakeholders to supervise the successful execution of strategic initiatives within the Customer Advocacy group by:
• Taking ownership and actively leading a portion of these initiatives to their conclusion.
• Assisting in the development of systems, processes, tools, and templates essential for the successful delivery of strategic initiatives.
• Maintaining a centralized overview of all activities to guarantee comprehensive visibility, and taking action to ensure clear prioritization, dependencies, and sequencing.
• Identifying potential business risks and their possible impact, and escalating these issues as needed.
• Work closely with management to ensure effective communication and facilitate change management.
• Partner with cross functional teams to ensure the sLead all support and support team’s readiness for any new product launches: functions and teams, including but not limited to, the various level of sLevel 2 Support, partner coordination, general administration, training, support tools, customer facing Self-Help site and ASP Knowledge Base.
• Create support strategies for the TCL’s various current and future product lines.
• Oversee the various CRM and Knowledge Base Platforms by acting as primary lead for CRM system design, function, and ongoing improvements. As well as Developing continuous improvement process for all e-support systems ensuring maximum effectiveness and cost savings.
• Lead all contact center training programs. Provide support and Train the Trainer programs for ASP contact centers.
• Oversee execution and ongoing maintenance of extended service plans.
• Lead call center quality assurance (QA) departments, ensuring highest levels of CSAT and process adherence.
• Serve as escalation point for critical customer escalations (internal & external).
• Provide executive summaries of key progress.
• Partner with cross functional teams to identify areas of opportunity.

Qualification/Requirements:

• 5+ years' experience writing training and/or knowledge base content
• Experience managing knowledge base systems
• Bachelor’s degree or equivalent experience
• Excellent English written and verbal skills
• Ability to work in a fast-paced environment
• Must have a passion for customer service
• Self-driven and ability to work with little supervision
• Extremely organized with high level of attention to detail
• Ability to travel internationally at least twice per year