Customer Support Operations Manager

Description:

We are seeking a strategic, data-driven Senior Customer Support Operations Manager to lead operational performance and strategic planning for our global support organization. In this role, you will be the "Command Center" for our operations, responsible for ensuring our 24/7 global engine—spanning BPO and In-house teams—runs at maximum efficiency. Your leadership will directly impact our ability to meet SLAs and leverage technology to optimize our workforce.

What am I going to do?

• Leadership & Real-Time Strategy: Directly manage and mentor the Shift Managers and WFM functions to ensure 24/7 operational excellence and execution quality.
• Global WFM & Forecasting: Own the global staffing model, capacity planning, and forecasting for both BPOand In-house teams to meet SLAs while maintaining budget efficiency.
• Operational Performance & Strategy: Analyze high-level support data (SLA, AHT, Cost per ticket) to identify trends, bottlenecks, and strategic opportunities for improvement.
• BPO Performance Management: Serve as the operational focal point for our BPO partners, ensuring they meet staffing commitments, discipline, and performance targets.
• AI & Efficiency Roadmap: Zendesk Admin for CS and Partner with leadership to define operational priorities and decide where to implement automation and AI based on volume trends and data insights.

Incident Management: Act as the final operational point of contact during high-impact events, outages, or critical escalations, leading the mitigation process.

• At least 5 years of experience in Customer Support Operations or Workforce Management (WFM) in a high-scale global environment.
• Proven experience in managing managers (Shift Leads/TLs) and leading large-scale operations (100+ agents).
• Deep expertise in Zendesk Explore and data visualization tools - A Must.
• Strategic understanding of support technologies, including AI, automation, and their impact on operational KPIs.
• Strong analytical mindset with the ability to translate complex data into actionable staffing and performance strategies.
• Excellent communication and stakeholder management skills.
• Ability to operate effectively under pressure in a fast-paced environment.