Customer Support Operations Manager

Podium•Lehi, UT

3h•Onsite

About The Position

Podium is hiring a Customer Support Operations Manager to lead operations for our Customer Support organization, with a strong emphasis on metrics, workforce management, and AI-powered support systems. This role sits at the intersection of strategy and execution. You will own how Support operates day to day and how it evolves over time—through better systems, refined staffing models, enhanced processes, and integrating AI into core support workflows. You will directly manage Workforce Management and CX Ops team members (2 direct reports) and serve as a key thought partner to the VP of Support. This role is onsite in Lehi, Utah, working closely with Support leaders and frontline teams.

Requirements

5–8 years of experience in CX Operations, Support Operations, Consulting, or similar roles.
Prior people leadership experience.
Comfort building, testing, and managing AI-enabled workflows—not just consuming vendor solutions.
Strong analytical mindset with the ability to translate data into clear actions.
Experience working cross-functionally with Product, Engineering, Customer Experience and Data Science.
Familiarity with contact center platforms; Zoom Contact Center experience strongly preferred.

Nice To Haves

Sigma preferred
Zoom Contact Center preferred

Responsibilities

Own the operational health of customer Support, with accountability for key metrics (SLA, CSAT, FCR, handle time, backlog health, cost-to-serve).
Leverage SQL to run ad-hoc analysis and create reporting and dashboards to track all aspects of customer support (Sigma preferred)
Partner with Support leadership to identify performance gaps and design scalable solutions to solve for gaps.
Lead high-impact initiatives that improve efficiency, quality, and customer outcomes.
Lead the Workforce Management function, including forecasting, capacity planning, staffing models, scheduling strategy, and productivity analysis.
Balance service levels, cost efficiency, and employee experience in workforce decisions.
Act as the operational owner for AI-powered Support initiatives, including building, deploying, and managing AI Agents.
Be highly curious about emerging AI models and tools, testing and applying them to real Support workflows.
Partner with Product, Data Science, and Engineering to design agent behavior, escalation logic, guardrails, and success metrics.
Measure and improve AI performance (containment, deflection, quality, CSAT impact).
Own Support’s metrics framework, dashboards, and operating rhythms.
Design, document, and maintain SOPs to ensure consistency and scalability.
Partner with Business Applications on Support tooling and workflow optimization (Zoom Contact Center preferred).