Staff Technical Support Manager, Enterprise
Core
Build and launch Mozilla's first dedicated B2B support operations capability, including operating models, vendor strategies, and processes for enterprise customers.
Role type
Staff Enterprise Support Operations Manager (Individual Contributor)
Builds
End-to-end B2B support operations, vendor management frameworks, and incident response protocols for Mozilla products.
Domain
Internet technology / Open-source software / Enterprise support services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
B2B support operations, vendor management, service delivery, program development, technical fluency, incident management, workforce planning, operational metrics, cross-functional leadership
Preferred skills
Multilingual support operations, building B2B support teams, GDPR/security compliance
Technologies
Zendesk, Jira, CRMs, issue-tracking systems
Responsibilities
Design and launch the B2B support operating model and governance; manage external vendor relationships end-to-end; lead operational response to major customer incidents; define service metrics and KPIs; forecast demand and capacity; partner cross-functionally to improve customer experience.
Seniority
Staff, hands-on IC with broad ownership
