Sr. Support Operations Manager

Ashby • ,

2d • $130,000 - $175,000 • Hybrid

About The Position

Ashby is seeking its first Senior Support Operations Manager to lead the Support Operations organization, which includes Systems, Workforce Management, Quality, and Training. This role is responsible for setting the systems, processes, and standards that enable these functions to work together effectively. The manager will coach and develop the leaders of these functions, ensuring that the operational systems and processes align with the desired customer experience. While not responsible for day-to-day operations of each function, the role requires a deep understanding to ask insightful questions, identify cross-functional patterns, and engage in problem-solving. A key aspect of this role is partnering with the Knowledge Management team to enhance self-service and in-app experiences. The ideal candidate is passionate about building operational rigor, fostering team growth, and balancing efficiency with quality.

Requirements

• Proven experience leading operational functions in a Support or Customer Experience organization, with depth in one or more disciplines and experience coordinating across multiple disciplines (e.g., systems, workforce management, quality, or training).
• Experience managing managers or leaders of distinct functions, hiring and developing teams, and building clear ownership across multiple functions.
• Ability to stay close enough to the work to inspect quality, challenge assumptions, and coach effectively, without being the primary operator for each function.
• Track record of building or scaling operational standards and processes across a growing organization.
• Strong ability to see how distinct functions interact and to design clear ways for them to work together.
• Use operational data to identify problems, make tradeoffs, and hold teams accountable to measurable outcomes.
• Comfort working in ambiguity, especially where functions are new and their processes and standards are still being defined.
• Skilled at coaching leaders and specialists at different stages of maturity.
• Strong communication and facilitation skills, with the ability to align stakeholders across various teams.
• Genuine investment in developing people, beyond managing outputs.
• Belief that Support is a strategic differentiator, not a cost center.
• Passion for efficiency and quality as complementary goals.
• Excitement about self-service and in-app support as levers for a better customer experience.

Responsibilities

• Manage and coordinate Support Operations' four functions: Systems, Workforce Management, Quality, and Training, ensuring they operate as a cohesive organization.
• Plan and implement operational policies, standards, and recurring practices that bring consistency across functions.
• Identify areas where functions should collaborate more closely and drive that integration.
• Directly manage the leaders and individual contributors across Systems, Workforce Management, Quality, and Training.
• Coach and develop the leaders of each function as they grow their programs and teams.
• Evaluate operational performance and efficiency across all four functions using data.
• Champion efficiency gains as a core goal alongside quality.
• Build visibility for leaders to understand tradeoffs across different operational areas.
• Act as a thought partner to Support Leadership on how systems and processes contribute to Ashby's strategic differentiation.
• Represent Support Operations in cross-functional conversations with Engineering, Product, and People Ops.
• Help redefine customer experience as the team and tooling scale.

Benefits

• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• A $1,200 annual learning and professional-development budget
• A one-time $2,000 home-office setup budget
• Company-provided laptop
• Extended health benefits for you and your dependents
• Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.

What This Job Offers

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