Sr. Manager, Support Operations

The Support Operations Senior Manager will be responsible for leading and managing the workforce management, vendor management, incident reporting, and voice of the customer programs for Zapier Support. This role will require a strategic and hands-on leader who can drive process improvements and ensure that all programs are aligned with the overall business objectives.

About You

• 5+ years of experience in Operations Leadership
• Strong leadership and management skills
• Proven track record of driving process improvements and cost savings
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Experience with workforce management and customer insights software a plus
• Experience in the software industry

The Support Operations Senior Manager will play a critical role in ensuring that our support operations are efficient and effective and that our customers receive the highest service level. If you are a strategic thinker passionate about driving results, we encourage you to apply for this exciting opportunity!

Things You’ll Do

• Oversee and manage the workforce management program, including scheduling, staffing, and performance management. Ensure that the support team is fully staffed to meet customer demand and that all team members are properly trained and equipped to handle customer issues.
• Manage vendor relationships, including contract negotiations and performance evaluations. Ensure that vendors are meeting their obligations and that the company is getting the best value for its money.
• Develop and implement incident reporting processes and procedures.
• Lead the voice of the customer program, including customer feedback management and analysis. Ensure that customer feedback is used to improve the company’s products and services.
• Collaborate with cross-functional teams to ensure that support operations are aligned with overall business objectives.
• Drive process improvements and identify opportunities for cost savings and efficiency gains.
• Provide leadership, mentorship, and guidance to the support operations team. Set performance goals, provide training and development opportunities, and conduct performance evaluations.