Support Operations Manager
About The Position
The Support Operations Manager connects Customer Experience (CX) and Operations with partners in Product, Engineering, Fraud/Risk, Legal & Compliance, and Investing, to ensure customer needs and operational realities are reflected in what we build and launch. You’ll create durable motions for product launch readiness, voice-of-customer (VoC) insights, and PDE requirements. You will centralize what is launching and when, translate that into clear CX/Ops requirements, and ensure teams have the tools, processes, and training to deliver a strong customer experience at scale. This role is based out of our NYC office.
Requirements
- Customer support / operations expertise – Experience in or with CX/Ops; understand queues, SLAs, SOPs, and tooling.
- Cross-functional collaboration & influence – Comfort partnering with Product, Engineering, and Risk/Compliance without formal authority.
- Structured problem solving & prioritization – Turn ambiguous issues into clear problem statements and prioritized backlogs.
- Analytical and insights-driven – Use data (e.g., Zendesk, CSAT/DSAT, QA, Ops metrics) to size issues and measure impact.
- Excellent communication – Synthesize complex, cross-functional information for audiences from front-line agents to senior leaders.
Nice To Haves
- Hands-on experience with ticketing/workflow tools (e.g., Zendesk).
- Prior work in financial services/fintech or other regulated environments.
- Familiarity with BPO/vendor-supported CX models.
Responsibilities
- Act as the primary liaison between CX/Ops and partners (Product, Engineering, Fraud, Legal & Compliance, Investing, BAS/B2B).
- Own and improve product launch readiness for CX/Ops so teams, processes, and tooling are ready on day one.
- Maintain a centralized PDE backlog (bugs, tooling, automations, data, UX) with clear scope, examples, and impact.
- Build and run a monthly VoC report across CX and Ops signals to highlight trends, pain points, and opportunities.
- Kick off and help drive workstreams on the highest-impact customer and operational issues and processes; track outcomes.
- Partner with CX Enablement and Ops leaders so new experiences are reflected in SOPs, macros, training, and QA.
- Collaborate with Fraud/Risk, Legal & Compliance, and Investing to balance customer experience with risk controls.
- Create lightweight rituals and artifacts (meetings, checklists, dashboards) to keep launches, PDE requests, and top issues visible and actionable.
Benefits
- health, dental and vision benefits
- 401(k) offering with employer match
- flexible PTO policy
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
