Senior Manager, Support Excellence & Digital Services

Accountabilities: The Senior Manager, Support Excellence & Digital Services will lead initiatives focused on support transformation, operational excellence, digital services, and customer experience improvement. This role requires a strategic leader who can connect technology, processes, and people to deliver scalable support capabilities.

Lead digital transformation initiatives, including AI-powered support solutions designed to improve case management, self-service adoption, and customer outcomes.

Own and optimize the end-to-end support process lifecycle, ensuring alignment with organizational goals and operational readiness.

Build and evolve Center of Excellence programs focused on support excellence, enablement, and continuous improvement.

Drive knowledge management strategies using KCS methodologies to improve content quality, reduce resolution times, and enhance customer self-service.

Partner with engineering, product management, operations, training, and enablement teams to improve product supportability.

Analyze customer cases, support trends, operational data, and feedback to identify opportunities for process, product, and service improvements.

Develop and implement digital support strategies that improve efficiency, scalability, and overall customer experience.

Establish measurement frameworks, performance indicators, and improvement initiatives to track operational success.

Promote adoption of AI-enabled tools and innovative technologies to enhance support effectiveness.

Provide leadership, guidance, and strategic direction to cross-functional teams and stakeholders.

Requirements:

The ideal candidate is an experienced support transformation leader with a strong background in customer operations, digital services, knowledge management, and process optimization. They should have demonstrated success leading large-scale initiatives and driving improvements through technology, data, and operational excellence.

Bachelor’s degree in business administration, operations management, technology, or a related field; advanced degree preferred.

10+ years of experience in support excellence, customer support transformation, digital services, process management, or enablement roles.

At least 7 years of experience leading teams, strategic initiatives, or operational transformation programs.

Strong expertise in knowledge management practices, including KCS methodology.

Experience with process improvement methodologies such as Lean or Six Sigma.

Proven ability to implement digital service solutions and customer experience technologies.

Experience collaborating cross-functionally with engineering, product, operations, enablement, and training teams.

Ability to analyze customer trends, operational metrics, and feedback to drive strategic recommendations.

Foundational understanding of AI and machine learning technologies, with experience applying AI-driven solutions to improve business outcomes.

Experience with support and collaboration platforms such as SFDC, Confluence, Jira, Tableau, Asana, and AI-enabled support tools is preferred.

Strong leadership, communication, problem-solving, and stakeholder management skills.

Ability to operate effectively in ambiguous, high-growth environments while balancing strategy and execution.

Benefits:

Competitive base salary range of approximately $150,500–$215,000 USD , depending on experience, skills, location, and qualifications.

Remote work flexibility within the United States.

Comprehensive healthcare coverage options.

Dental and vision benefits.

Paid time off and sick leave programs.

Parental leave benefits.

Retirement savings options.

Education reimbursement opportunities.

Additional employee perks and resources designed to support professional and personal growth.

Opportunity to lead impactful transformation initiatives within a technology-driven environment.

Collaborative culture focused on innovation, ownership, accountability, and customer success.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

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