Manager, Support Operations

HungerRush • Houston, TX

1d

About The Position

The Manager, Support Operations owns the operational engine behind the Menufy and HungerRush support teams, focusing on workforce planning, quality assurance, automation/AI, and training & knowledge management. This role leads a team of 4 functional leads and translates Support performance data into actionable decisions for the organization. The goal is to build operational systems that enable Support leaders and agents to consistently deliver fast, high-quality customer experiences while continuously improving efficiency through data, automation, and process optimization.

Requirements

• 5+ years in contact center operations, including 2+ years in a WFM, QA, or CX operations leadership capacity.
• Direct experience with forecasting/scheduling platforms (e.g., Assembled) and QA tooling.
• Track record of owning a performance scorecard and presenting results to leadership.
• Strong analytical skills, comfortable translating raw metrics into a clear operational narrative.
• Authorized to work in the United States, without sponsorship, either now or in the future.

Nice To Haves

• Experience leading or heavily supporting an AI/automation deflection initiative.
• Zendesk administration or configuration experience.
• Background in restaurant technology, POS, or SaaS support environments.

Responsibilities

• Workforce Management: Contact-volume forecasting, staffing models, capacity planning across both support centers, schedule adherence, shrinkage tracking, and coverage planning.
• Quality Assurance: QA scoring frameworks, calibration, and the coaching feedback loop, quality trend reporting and corrective action planning.
• AI & Automation: Deflection and containment performance (Voice AI, bots, agent-assist tools), automation roadmap execution and vendor management.
• Training & Knowledge Management: New-hire onboarding and training effectiveness, knowledge base content lifecycle and search/adoption health.
• Executive-level reporting like dashboards and scorecards that translate operational data into business impact.
• Cross-functional readiness: incident management, product launch prep, organizational change rollout.
• Process standardization across POS and Menufy support.
• Manages and develops the 4 functional leads directly.
• Operates as an enabling partner to frontline team leaders: supporting execution, not directing team strategy.
• Escalates cross-functional blockers to Support leadership rather than setting strategic direction independently.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed