Support Operations Manager
Content Conspiracy
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $126,000 - $151,276 per year
Job Level
Mid-LevelSenior
About the role
- Process Optimization: Evaluating and streamlining partner support processes, identifying bottlenecks, and implementing solutions to improve workflow and response times.
- Performance Monitoring & Reporting: Analyzing performance metrics, establishing and tracking key performance indicators (KPIs), and generating reports to identify trends, and make data-driven recommendations for improvement.
- Operational Oversight: Address day-to-day issues (telecom, routing, procedures) and ensure staffing aligns with business needs.
- Strategy & Improvement: Identify trends, implement new initiatives, and drive efficiencies in partnership with vendors.
- Reporting: Develop dashboards and reports to communicate performance, value, and impact to leadership.
- Operational Reviews: Lead weekly, monthly, and quarterly operational reviews.
- Issue Resolution & Escalation: Acting as a primary point of contact for partners regarding operational inquiries, complex issues, and escalations, coordinating with internal teams to ensure timely resolution.
- Compliance & Contract Management: Conducting regular audits to ensure all financial and operational transactions comply with established partner agreements and contractual commitments.
- Cross-Functional Collaboration: Working closely with various internal departments to align partner activities with organizational goals and ensure a seamless partner experience.
Requirements
- 5+ years of experience in technical support, customer success, or a related field.
- 5+ years of experience managing and leading a support or service delivery team.
- Proven experience working directly with external partners, vendors, or OEMs in a B2B technology environment.
- Strong understanding of support methodologies, best practices, and the application of ITIL or similar service management frameworks.
- Excellent written and verbal communication skills, with the ability to articulate complex technical issues to both technical and non-technical audiences.
- Demonstrated ability to analyze support data to identify trends, measure performance, and drive strategic improvements.
- Bachelor's degree in a relevant technical or business field, or equivalent practical experience.
Benefits
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance monitoringdata analysisKPI trackingprocess optimizationreport generationdashboard developmentcompliance auditingITILservice management frameworkstechnical support methodologies
Soft skills
communication skillsproblem-solvingleadershipcross-functional collaborationstrategic thinkingissue resolutionorganizational skillsanalytical skillsteam managementvendor management