Support & Implementation Operations Manager

Andasol Management, Inc.•El Segundo, CA

11d•$80,000 - $110,000•Onsite

About The Position

The Support & Implementation Operations Manager owns the systems, data, and processes that keep QuikStor's customer-facing teams running. This is an operations role, not a frontline or people-management role. The person in this seat does not handle support tickets or run implementations directly. Instead, they make sure the teams that do are organized, accountable, and measurable, and that leadership has clear, real-time visibility into how every function is performing. Modeled on a strong sales operations function, this role spans Support and Implementation and interfaces closely with Product. The Operations Manager builds and maintains the reporting that shows whether response times, implementation timelines, and product handoffs are on track, administers the core systems those teams rely on, and drives the process improvements that scale as QuikStor grows. The role works closely with and is directly backed by the Chief Innovation Officer, with the mandate to hold cross-functional teams accountable to defined standards.

Requirements

4 to 6+ years in an operations role (support operations, sales or revenue operations, implementation operations, or business operations) in a B2B SaaS environment
Hands-on Intercom experience is required, including administration, workflow and SLA configuration, and reporting
Experience administering a project or work-management platform such as ClickUp, Asana, Monday, or similar
Experience interfacing with engineering through Azure DevOps (Azure Boards) or a comparable work-tracking system
Strong data and reporting skills, including advanced spreadsheet work and building dashboards and metrics
Highly organized, process-oriented, and detail-obsessed
Able to work cross-functionally and hold peers accountable through data, without relying on direct authority
Excellent written and verbal communication

Nice To Haves

Prior experience in the self-storage industry or proptech
Experience building or administering SLA frameworks in Intercom
Experience with a BI tool such as Power BI, Tableau, etc.
Experience in a high-growth or scaling environment

Responsibilities

Track whether Support and Implementation teams are meeting defined standards for responsiveness, throughput, and quality, and surface gaps early
Monitor day-to-day execution across teams and flag bottlenecks, overdue work, and at-risk customers
Hold cross-functional contributors accountable to process and SLAs through clear, data-backed reporting
Own and administer Intercom, including conversation routing, ticketing, SLA rules, bug and feature-request workflows, and reporting
Administer the implementation project-management system (ClickUp, Asana, or similar), including templates, task hygiene, and status tracking
Manage the interface with the product team's Azure DevOps environment (Azure Boards) for bug and feature-request flow
Build and maintain dashboards and recurring reports that give leadership real-time visibility into Support, Implementation, and product handoffs
Define and track the metrics that matter: first-response and resolution times, implementation timelines and milestones, backlog and aging, and feature-request status
Deliver clear weekly reporting on team performance and operational health
Design, document, and continuously improve workflows across the customer lifecycle, including the handoffs between Sales, Implementation, Support, and Product
Standardize how work moves between systems and teams so nothing falls through the cracks
Identify and drive operational improvements that scale as the customer base grows
Manage intake of bugs and feature requests from Support and Implementation into the product team's system
Track status and ensure updates flow back to customer-facing teams and customers
Provide structured, data-backed feedback to Product on recurring issues and customer needs