SOS Team Manager

Tergar International • Minneapolis, MN

2d • Remote

About The Position

We're seeking an experienced operations leader who combines strategic thinking with hands-on execution to manage our Support Operations Service (SOS) team. This role is ideal for someone who thrives at the intersection of people leadership, process optimization, and technology enablement, someone who can balance empathy with efficiency, and who sees customer support as a critical driver of our mission. As the SOS Team Manager, you'll lead specialists who support our major programs: Joy of Living (JOL), Vajrayana Online (VOL), Events, and our Meditation Teacher Program (MTP). You'll serve as a functional manager responsible for capacity planning, resource allocation, and ensuring your team has what they need to deliver exceptional service to our global community. This role reports directly to the Chief Technology Officer and plays a key role in achieving our 2026 organizational goal of making "Data, AI, and Automation visible Allies."

Requirements

• Bachelor's degree in technical, management, business, education technology, or related field
• 3-5 years leading customer support or operations teams
• Experience in online learning, education technology, or similar digital service environments
• Demonstrated success with metrics management, capacity planning, and cross-functional collaboration
• You lead with empathy and integrity: A servant leadership approach that empowers team members
• High emotional intelligence with strong active listening skills
• Ability to coach, mentor, and develop others
• Skilled at conflict resolution and maintaining team morale
• You communicate effectively: Clear, concise communication across all levels and audiences
• Can translate technical concepts for non-technical stakeholders
• Build trust and rapport quickly with diverse, global teams
• Diplomatic when navigating competing priorities
• You think strategically and execute tactically: Balance big-picture thinking with attention to operational details
• Data-driven decision-making with the ability to establish meaningful metrics
• Strong project planning and organizational skills
• Proactive problem-solver for both people and process challenges
• You embody key personal qualities: Adaptable and resilient in dynamic environments
• Growth mindset with openness to feedback
• Positive attitude that maintains team energy through change
• Cultural sensitivity and patience aligned with contemplative values
• Self-directed with strong follow-through
• Reliable internet access and dedicated workspace
• Must work in US-based business hours for team coordination

Nice To Haves

• Familiarity with Tergar programs (Joy of Living, Vajrayana Online, Events, Meditation Teacher Program)
• Experience in dharma, meditation, or nonprofit organizations
• Background on implementing automation in support operations
• Experience in matrix or cross-functional organizational structures

Responsibilities

• Plan, forecast, and allocate SOS team capacity across four product lines
• Balance competing demands while maintaining service quality standards
• Provide visibility into team capacity, constraints, and resource needs
• Identify when process improvements, automation, or staffing changes are needed
• Serve as the primary point of contact for SOS capacity planning
• Hire, onboard, and train new team members as needed
• Conduct regular 1:1 meetings (at least quarterly) and annual performance reviews
• Facilitate weekly team meetings and maintain psychological safety
• Coach team members to grow their skills and advance their careers
• Handle performance issues and personnel decisions in accordance with organizational policy
• Step in to support the team with hands-on operational work when needed
• Develop and track KPIs/OKRs: ticket response time, resolution rate, customer satisfaction
• Build, improve, and maintain team processes and documentation
• Identify opportunities for AI and automation (working with technology teams and vendors like Freshdesk)
• Implement policies that improve day-to-day operations and customer satisfaction
• Monitor support systems (Freshdesk) and optimize scheduling
• Partner with peer managers (Marketing, Content, Design, Technology, Product) to ensure alignment
• Participate in cross-functional planning and organizational initiatives
• Communicate changes clearly to your team and maintain morale through transitions
• Meet weekly with the CTO and provide regular reporting on metrics and strategic initiatives
• Manage the annual SOS budget and forecast costs

Benefits

• Health insurance, Dental, Vision, Life insurance, STD/LTD, HSA (US-based employees)
• 200 hours of PTO annually
• 40 hours of Paid Retreat Time (PRT) annually
• Professional development opportunities
• Complimentary access to all Tergar meditation programs
• Reduced fees for retreats with Mingyur Rinpoche

What This Job Offers

• Job Type: Full-time
• Career Level: Manager