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 has 3 direct reports and approximately 40 indirect reports. The role must be based in either the Alpharetta, Georgia, or Fort Worth, Texas area. As part of the Technical Support leadership team, this leader helps execute key initiatives, improve processes, support automation opportunities, and ensure specialty teams operate effectively. The position balances daily operational oversight, people leadership, and project execution to improve efficiency and customer outcomes. The role 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. It oversees specialty support functions, establishes and tracks operational metrics and expectations, reviews performance trends, and addresses gaps with Supervisors. The Senior Operations Manager also works with Product, Technology, Operations, and business partners on automation and process improvements, while coaching Supervisors and developing future leaders. The position promotes awareness and expansion of Technical Support services across the organization. A bachelor's degree or equivalent experience is required. The posting states a minimum of 9+ years of professional experience and 1+ years of supervisory and/or management experience, and lists 9+ years of leadership experience in a related function and 1+ years leading managers or multiple operational teams among its critical skills. The annual base pay range is $87,500–$145,800, with a 15% MIP target noted.
Requirements
- Bachelor's degree or equivalent experience.
- Typically requires 9+ years of professional experience.
- At least 1 year of supervisory and/or management experience.
- 9+ years of leadership experience in Technical Support, Operations, Contact Center, Customer Success, or a related function.
- At least 1 year 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 the 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, and continuous improvement.
- Promote 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, including potential annual bonus or long-term incentive opportunities; a 15% MIP target is noted.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
