Sr. Support Operations Manager

Job Description The Senior Support Operations Manager is responsible for guiding the planning, development, standardization, and continuous improvement of the tools, systems, and operational processes used by our organization to Support and deliver high-quality service to customers and internal stakeholders. This role ensures that Support Operations platforms, workflows, and governance models are scalable, efficient, and aligned with our business objectives and service delivery strategy. The role requires strong project management, operational governance, and analytical skills to drive cross-functional initiatives, optimize system usage, and improve operational performance across a global, 247 Support organization. The Support Operations Manager applies continuous improvement principles to lead incremental change cycles, improve data quality, enhance reporting and insights, and enable consistent execution of Support processes worldwide. This position operates as the operational owner for Support systems and processes, partnering closely with Support leadership, Engineering, Cloud Operations, Product Management, Services, and external vendors. The Support Operations Manager ensures operational readiness for new tools, releases, and process changes, while maintaining system stability, compliance, and adoption across regions. Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate during core business hours in the AMS region with some overlap with A/P and EMEA. Occasionally, you will be asked to adjust hours given our 24/7 nature of the business. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role. Qualifications Support Delivery Platforms Ownership and Team Leadership Manage and guide a team of developers and system administrators responsible for the configuration, enhancement, and maintenance of Support Delivery platforms and systems. Ensure availability, reliability, and scalability of systems that enable global Support service delivery. Establish clear ownership, standards, and accountability for Support Delivery platforms and related activities. Platform Administration, Maintenance, and Data Integrity: Oversee administration and maintenance of Support Delivery systems (case management, knowledge management, scheduling, telephony, reporting, and survey tools). Manage user access, permissions, roles, and configurations across platforms. Maintain data integrity, accuracy, and consistency across Support systems. Program and Project Execution: Lead and deliver programs and projects related to Support Delivery platforms, enhancements, integrations, and upgrades. Plan, execute, and track initiatives in alignment with Support and business priorities. Ensure changes are delivered with minimal disruption to ongoing Support operations. Workflow Optimization, Automation, and Continuous Improvement: Drive continuous improvement initiatives to streamline workflows and improve operational efficiency. Identify and implement automation opportunities to reduce manual effort and improve consistency. Measure and track the impact of optimization initiatives on Support performance. Stakeholder Enablement and Cross-Functional Collaboration: Provide guidance, consultation, and coaching to internal and external stakeholders on effective use of Support Delivery platforms. Collaborate closely with Support Leadership, Engineering, Cloud Operations, Services, Product Management, and Program teams. Ensure platforms enable end-to-end service delivery workflows across functions. Process, Governance, and Compliance Alignment: Partner with process and compliance teams to ensure Support Delivery platforms align with defined workflows, governance standards, and audit requirements. Enforce change control, configuration standards, and release discipline. Support audits and reviews through accurate system configuration and documentation. Metrics, Reporting, and Operational Insights Define and maintain operational metrics and dashboards for Support Delivery performance. Analyze system usage, data quality, and operational trends to identify improvement opportunities. Enable data-driven decision-making for Support leadership. Any Other Duties as Assigned: Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support. Education: Bachelors degree in Information Systems, Computer Science, Engineering, Business Administration, or a related field. Relevant professional certifications (IT service management, systems administration, project management, or analytics) are a plus but not required. Equivalent practical experience may be considered in lieu of formal .