Support Operations Manager

We are seeking a Support Operations Manager who combines operational leadership, systems thinking, vendor management, and hands-on execution. You'll own service health, automation programs, partner and vendor management. In addition to delivering high-quality service, you'll identify opportunities to reduce manual work, experiment with tools and help operationalize AI across support at scale.

Responsibilities:

• Lead and evolve organizational design for our frontline operations across partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains.
• Lead multi-site partner management, including commercial ownership, capacity planning and workforce management, QBRs, and performance recovery.
• Own end-to-end service governance for partner and vendor teams, including automation rate, cost to serve, first-response time, productivity, and quality.
• Set standards for how work gets done at scale, replacing one-off fixes with reusable systems.
• Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.

Requirements:

• Have 8+ years of experience leading support operations teams and a strong track record of coaching, driving accountability, and improving performance and automation adoption at scale.
• Are comfortable managing a team while staying hands-on in solving ambiguous operational problems.
• Are fluent in operational data and technical collaboration, able to define metrics, interpret dashboards, design experiments, and partner with engineering and data teams to turn ambiguous support problems into scalable systems.
• Think in systems, using process design, data, tooling, and automation to reduce manual work and create durable capacity.
• Can partner credibly with technical teams and translate support needs into clear requirements, owning problem definition, adoption, change management, and operational outcomes.
• Are energized by building structure in a high-growth environment where the support model, tooling, and partner strategy are still evolving.
• Have scaled support operations through organizational design and tooling in a high-growth technology company without compromising quality.

Compensation:

• $279K – $310K • Offers Equity
• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts.
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit).
• 401(k) retirement plan with employer match.
• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks).
• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees.
• 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time.
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend to fuel your professional growth.
• Daily meals in our offices, and meal delivery credits as eligible.
• Relocation support for eligible employees.