Manager, Support Center Operations (B2B)
Core
Lead a multi-disciplinary team of internal and external resources to coordinate tools, processes, and human performance for the Global Customer Support organization, focusing on training, quality assurance, knowledge management, and process standardization.
Role type
Manager, Support Center Operations (B2B)
Builds
Support operations infrastructure, training programs, quality frameworks, and standardized processes for a global B2B support organization.
Domain
B2B Customer Support / Operations Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, curriculum development, quality assurance, knowledge management, process documentation, strategic guidance, performance training, tool planning, AI use case identification, cross-functional collaboration, client-facing communication, metrics analysis, SLA management
Preferred skills
Adult learning concepts, virtual assistant architecture, emerging training tools, problem-solving, prioritization, multi-tasking, cross-functional work, fast-paced environment adaptation, written/oral communication
Technologies
Salesforce.org, cloud-based telephony platforms, customer survey platforms, AI tools, support channel automation
Responsibilities
Lead new hire training and curriculum development; oversee quality assurance processes including interaction monitoring and scoring; maintain and optimize the support knowledge base; document standard operating procedures; plan and implement support tools and technology; collaborate with executive leadership and product teams to improve customer workflows; manage supplier help center resources; provide strategic guidance on support center practices.
Seniority
Manager, hands-on leadership
