About the Role

We are looking for a Support Operations Manager, Analytics & Workforce to own the measurement, operating cadence, and people-systems backbone of our customer support organization. This is a high-impact, cross-functional leadership role responsible for reporting and analytics, the KPI framework, the quality-assurance program, workforce management and capacity planning, process improvement, and content and enablement across our voice and chat channels.

You will own how the support organization understands its own performance — designing the dashboards and KPI framework that span voice, chat, AI, and agent quality, and translating that data into decisions leadership can act on. You will lead the workforce management function, providing direction and oversight to a Senior Workforce Manager who handles day-to-day forecasting, scheduling, and real-time execution. You will partner closely with the operations counterpart who owns the support technology stack and AI strategy — you operate within that stack as your primary data source and the systems your forecasts run on, owning the measurement and the staffing implications while they own the underlying configuration and roadmap.

This role is built for someone who thinks in systems and metrics, turns large and messy datasets into clear direction, and can hold an operation accountable to its numbers.

What You'll Do:

Reporting, Metrics & KPIs

• Own the design, architecture, and maintenance of support dashboards spanning voice, chat, AI, and agent performance.
• Define and govern the KPI framework for the organization, including CSAT, FCR, AHT, SLA adherence, TTR, and AI containment rate.
• Leverage Gong and other QA data to surface call-quality trends, coaching opportunities, and process-improvement insights.
• Deliver regular performance reporting to leadership and present data-driven recommendations.
• Build unified reporting that blends AI-handled and agent-handled contact data across all channels.
• Own reporting configuration and data integrity within the support tools as it pertains to analytics; partner with the technology owner on the underlying system configuration.

Workforce Management

• Lead and develop the workforce management function; provide direction, coaching, and oversight to the Workforce Manager.
• Define and govern WFM policies, scheduling philosophy, and operational playbooks.
• Set goals and performance expectations for the WFM function and hold it accountable to service-level outcomes.
• Translate AI deflection trends into staffing and forecasting implications, partnering with the technology/AI owner who sets the deflection strategy.
• Own capacity and headcount planning: project staffing needs from volume forecasts and deflection trends, distinct from day-to-day scheduling.
• As the team scales, build the case for and lead hiring of additional WFM analysts or operations specialists as needed.

Quality Assurance Program

• Own the QA program end-to-end: scorecard design, calibration sessions, and sampling methodology — distinct from reading QA data for trends.
• Run regular calibration to keep scoring consistent across reviewers, and evolve the scorecard as products and policies change.
• Feed QA findings into the coaching loop, partnering with Support Managers who own the development conversations.

Process Improvement & Strategy

• Identify operational inefficiencies and lead initiatives to improve workflows, reduce handle time, and increase deflection.
• Partner with Support Managers to align operational data with coaching and development programs.
• Own the CSAT/DSAT program end-to-end, including categorizing DSATs to separate product feedback from agent feedback and routing each to the right team.
• Contribute to queue architecture, routing philosophy, SLA policies, and escalation frameworks, partnering with the technology owner who builds and configures them.

Content, Enablement & Knowledge

• Own the knowledge base and content operation — internal and customer-facing articles, comms, and the content-request workflow across teams.
• Establish enablement and training standards that help agents reduce handle time and find the right answer faster, including how to use the team’s AI tools.
• Provide operational reporting and process support to the Customer Success and Onboarding teams as a defined, scoped service.

Leadership & Team Oversight

• Serve as the senior owner and escalation point for analytics, WFM, and process decisions.
• Set goals and performance expectations for the functions you own and any future operations hires.
• Operate as a co-equal partner to the technology and AI operations owner, with a clear shared cadence for the seams where the two domains meet.

What You'll Bring:

Required

• 5+ years of experience in support operations, contact center operations, or a related field, including time in a leadership or ownership capacity.
• Strong proficiency in dashboard and KPI framework design.
• Exceptional analytical skills with comfort working across large datasets in Excel, Google Sheets, or SQL.
• Experience leading or developing a workforce management function or operations team, including capacity and headcount planning.
• Experience owning a QA or quality program — scorecard design, calibration, and sampling.
• Hands-on contact center experience across voice and chat channels.
• Strong communication skills with the ability to translate operational data into leadership-ready insights.
• Background in SaaS or technology-sector contact centers.

Preferred

• Experience with support technology stacks such as Zendesk and Intercom (including Fin) as a power user and data consumer.
• Familiarity with AI tools and how deflection and containment translate into staffing needs.
• Experience owning a CSAT program and a knowledge base or content operation.
• Hands-on experience with WFM and QA tooling and processes.