Senior Support Operations Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Operations Lead based in United States. This role will shape and improve complex customer support journeys across a growing, technology-enabled support ecosystem. You’ll focus on turning high-friction operational challenges into scalable workflows, tools, and processes that improve customer experiences. Warranty replacements will be an important initial focus, spanning intake, eligibility, fulfillment, returns, and follow-up communications. You’ll combine journey design, analytics, root-cause analysis, and program management to identify opportunities and drive measurable improvements. The role requires close collaboration across Support, Product, Engineering, Fraud, Finance, Logistics, and Analytics teams. You’ll also create executive-ready recommendations, operational documentation, and change-management resources that enable teams to execute consistently. This is an impactful opportunity for an experienced operations leader who thrives at the intersection of customer experience, systems, data, and process transformation.