Senior Operations Manager
About The Position
The Senior Operations Manager, Specialty Support Services leads specialized Technical Support teams responsible for advanced support, escalations, technical programs, electronic inventory programs, and dedicated customer support. The role manages multiple Supervisors and is accountable for team performance, service quality, customer experience, and operational improvement. It is part of the Technical Support leadership team and helps execute initiatives, improve processes, support automation opportunities, and ensure specialty teams operate effectively. This position must be located in either the Alpharetta, Georgia, or Fort Worth, Texas area. It has 3 direct reports and approximately 40 indirect reports. The position combines daily operational oversight, people leadership, and project execution to improve efficiency and customer outcomes. The manager supports strategic priorities for specialty support services; leads initiatives to improve customer experience, service quality, productivity, and business results; and partners with Technical Support leadership on operating model improvements and organizational changes. The role also identifies and supports automation opportunities, communicates the value of Technical Support, oversees operational goals and metrics, improves processes, supports readiness for new products and programs, and addresses performance gaps with Supervisors. The Senior Operations Manager holds Supervisors accountable for employee engagement, service quality, productivity, and development; establishes expectations and follow-up routines; and maintains reporting on performance, workload, project status, and business impact. The role works with Product, Technology, Operations, and business partners to implement automation and workflow improvements, tracks outcomes, coaches and develops Supervisors and emerging leaders, supports succession planning, encourages collaboration and continuous improvement, and helps expand awareness and adoption of Technical Support services.
Requirements
- Degree and typically 9 or more years of professional experience, with at least 1 year of supervisory and/or management experience.
- Bachelor's degree or equivalent experience.
- At least 9 years of leadership experience in Technical Support, Operations, Contact Center, Customer Success, or a related function.
- At least 1 year of experience leading managers or multiple operational teams.
- Experience leading cross-functional projects or organizational change.
- Experience managing operational metrics, workforce performance, service quality, and productivity goals.
- Strong analytical and problem-solving skills.
Responsibilities
- Support priorities and direction for specialty support services.
- Lead initiatives that improve customer experience, service quality, productivity, and business results.
- Partner with Technical Support leadership on operating model improvements and organizational changes.
- Identify, prioritize, and support automation opportunities that reduce manual effort and improve team efficiency.
- Communicate the value and impact of Technical Support services across the business.
- Oversee specialty support functions and ensure teams meet operational goals.
- Define and track key metrics, productivity targets, service levels, and quality expectations.
- Improve processes, reduce handoffs, and standardize work where appropriate.
- Support readiness for new products, services, customer programs, and business initiatives.
- Review performance trends and address gaps with Supervisors.
- Hold Supervisors accountable for team performance, employee engagement, service quality, productivity, and development.
- Set clear expectations, goals, and follow-up routines across specialty teams.
- Maintain reporting on team performance, workload, project status, and business impact.
- Build a culture of ownership, follow-through, and accountability.
- Work with Product, Technology, Operations, and business partners to evaluate and implement automation solutions.
- Support process redesign and workflow improvements that make work easier and more efficient.
- Track and communicate results of automation and improvement efforts.
- Lead, coach, and develop Supervisors and emerging leaders.
- Support succession planning and leadership development within the team.
- Encourage collaboration, problem solving, continuous improvement, and knowledge sharing across specialty teams.
- Increase awareness of Technical Support services and capabilities across the organization.
- Identify opportunities to expand specialty services and improve customer adoption.
- Share team results, success stories, and measurable business impact.
- Help promote the long-term direction of the Technical Support organization.
Benefits
- Competitive compensation package.
- Annual bonus or long-term incentive opportunities may be offered.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
