Senior Manager, Support Excellence & Digital Services

About the Role

This opportunity is for a Senior Manager specializing in Support Excellence and Digital Services, based in the United States. The role centers on revolutionizing customer support operations by leveraging digital innovation, process improvements, and AI-driven strategies.

The incumbent will guide strategic programs that elevate service delivery, enhance customer satisfaction, and optimize operational efficiency at scale. This leadership role blends oversight of technology enablement, knowledge management, and ongoing process refinement within a rapidly evolving setting.

Core Responsibilities

• Lead digital transformation projects using AI-powered support technologies to enhance case handling, boost self-service usage, and improve customer outcomes.
• Take ownership of the entire support process lifecycle to ensure it aligns with the company's objectives and operational preparedness.
• Develop and mature Center of Excellence programs that emphasize support quality, enablement, and continuous advancement.
• Implement knowledge management strategies following KCS frameworks to enhance content, accelerate resolutions, and expand customer self-help resources.
• Collaborate closely with engineering, product teams, operations, training, and enablement units to enhance product supportability.
• Analyze customer cases, support patterns, operational metrics, and feedback to uncover opportunities for process, product, and service enhancements.
• Design and execute digital support strategies that improve efficiency, scalability, and elevate the overall customer experience.
• Set up frameworks for measurement and key performance indicators to monitor and drive operational success.
• Champion the adoption of AI tools and cutting-edge technologies to boost support effectiveness.
• Offer leadership and strategic direction to cross-departmental teams and relevant stakeholders.

Candidate Requirements

• A bachelor's degree in business administration, operations management, technology, or a related discipline is required; advanced degrees are an advantage.
• Minimum of 10 years' experience in roles involving support excellence, customer operations transformation, digital services, process optimization, or enablement.
• At least 7 years leading teams, strategic programs, or operational transformation initiatives.
• Deep knowledge of knowledge management best practices, with particular experience in KCS methodology.
• Familiarity with process improvement frameworks such as Lean or Six Sigma.
• Proven experience deploying digital customer service solutions and technology enhancements to improve customer experiences.
• Strong collaboration skills with cross-functional teams including engineering, product management, operations, and training.
• Capability to interpret customer and operational data to inform strategic improvements.
• Fundamental understanding of AI and machine learning, with hands-on experience implementing AI-driven solutions for business benefits.
• Familiarity with platforms and tools like Salesforce (SFDC), Confluence, Jira, Tableau, Asana, and AI-enabled support technologies is preferred.
• Excellent leadership, communication, analytical problem-solving, and stakeholder engagement abilities.
• Comfort and agility in ambiguous, fast-growing environments balancing strategic vision with execution.

Compensation and Benefits

• Competitive base salary ranging from approximately $150,500 to $215,000 USD, based on experience, skills, location, and qualifications.
• Remote working option across the United States.
• Comprehensive healthcare including medical, dental, and vision coverage.
• Paid time off, sick leave, and parental leave benefits.
• Retirement savings plans.
• Educational reimbursement programs.
• Additional employee perks supporting both personal and professional development.
• Opportunity to lead impactful digital transformation within a tech-centric culture emphasizing innovation and customer success.