Senior Business Operations Manager
Core
Strategic partner to Global Support leadership driving operational excellence, data-informed decision-making, and ownership of the annual operating plan and business review cadence.
Role type
Senior Business Operations Manager (Strategy & Operations)
Builds
Defensible operating plans, cost models, executive reporting frameworks, and operational improvement programs for a global customer support organization.
Domain
Technology / Customer Support Operations / Strategic Finance
Required skills
Annual operating plan ownership, complex financial modeling, executive business review management, strategic communications, data analytics, AI tool utilization, cross-functional influence, stakeholder management
Preferred skills
Customer support scale experience, management consulting background, workforce management concepts, AI agentic tooling, cost-to-serve governance
Technologies
Tableau, Looker, SQL, Databricks, Claude
Responsibilities
Own the annual operating plan (AOP) including capacity, headcount, and cost models; Model and pressure-test strategic levers for the business; Own the Customer Support business review cadence (monthly/quarterly); Build and maintain reporting frameworks and metric definitions; Partner on operating programs to improve efficiency and customer experience; Leverage AI tools for analysis and reporting; Champion cultural principles globally.
Seniority
Senior, hands-on IC
