Senior Manager, Support Operations

Job Description

About the Team The Outreach Technical Support team is a crucial resource that helps customers realize the full potential of the Outreach platform. The team is comprised of deeply technical, customer-obsessed support professionals that answer questions, address challenges and advocate for solutions that improve the Outreach customer experience. The Role We are seeking a seasoned and strategic Sr. Manager, Support Operations to lead Support’s operational backbone and to serve as the Chief of Staff to the VP of Technical Support. You will be responsible for designing and scaling the systems, insights, tools, and processes that empower our global Technical Support teams to deliver exceptional experiences and advocate on behalf of our customers. In addition, this role will orchestrate the people, communication and operational rhythms that ensure the team is operating with rigor, discipline, and transparency. This is a highly cross-functional role requiring deep alignment with Support leadership, Product Development & Engineering (PDE) Operations and Strategy, finance, and GTM. In this role, you will ensure our Support organization is insight-driven, operationally efficient, and connected to stakeholder teams across Outreach. Location We prefer that this individual be based near one of our main office sites (Seattle or Atlanta) and have a regular presence in the office.

• Leading, mentoring and developing a support operations team that is responsible for enablement, QA, WFM, tooling and business operations.
• Driving daily execution and long-term strategies that align with the company’s objectives, customer needs and industry best practices.
• Establishing OKRs, KPIs and measurable goals for the ops team and support organization, ensuring accountability and continuous improvement.
• Driving the operational rhythms that govern the way support operates on a daily, weekly, monthly, quarterly and annual basis.
• Creating a connected, motivated and performance driven technical support organization who understands their mission and the importance of their work.
• Attracting and retaining high-performance teams by building a strong team culture that fosters trust, collaboration, fun and achievement of long-term career goals.

Our Vision of You

• 8+ years or relevant experience and 5+ years in leadership roles scaling support operations in customer-obsessed, face-paced SaaS software environments.
• A proven track record of setting high standards and meeting and exceeding objectives.
• Data-driven builder with a strong sense of ownership that can balance technology-driven automation with people-led interactions to create exceptional customer service experiences.
• Forward-thinker that seeks ways to leverage AI-powered tools, such as predictive analytics and chatbots, to automate and streamline processes.
• Able to balance short-term business needs with long-term strategic focus.
• A proven leader in guiding teams through extensive change management, effectively navigating large-scale operational transformations to reach new levels of service excellence. Skilled at implementing new processes, technologies, and cultural shifts while keeping teams aligned, motivated, and focused on the end goal.
• Deep experience juggling multiple priorities and projects.
• Strategic planner, adept at clarifying and setting priorities, and creating dashboards and operational rhythms that ensure rigorous execution in service of achieving goals.
• Exceptional leadership, coaching and mentoring skills with a focus on team development.
• Deep understanding of technical support best practices and enabling platforms and technologies.

$115,000 - $190,000 a year The annual base salary range for this role is $115,000 - $190,000 USD. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations. #LI-JM1 #LI-remote Apply for this job