Sr Manager, Support Operations
Core
Lead global support operations for claims, returns, vendor support, and platform stability, ensuring service excellence and operational efficiency.
Role type
Senior Manager, Support Operations
Builds
Global support services, claims & returns processes, vendor support frameworks
Domain
IT Sales Channel / Reverse Logistics / Cloud Platforms
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Global team leadership, vendor management, SLA/SLO governance, operational transformation, process optimization, stakeholder management, reverse logistics oversight, cloud systems knowledge, incident management, strategic initiative execution
Preferred skills
Automation implementation, AI-driven workflow design, cross-functional alignment, continuous improvement methodologies
Technologies
Cloud platforms, APIs, enterprise systems, automation tools, AI workflows
Responsibilities
Lead global support operations across platform support, claims & returns, and vendor support; Ensure platform health, incident management, and root cause analysis; Manage vendor performance against SLAs, SLOs, and contractual commitments; Drive collaboration across Support, Engineering, Product, Operations, and Finance; Lead operational transformation and key strategic initiatives; Drive continuous improvement through automation, standardization, and process optimization; Lead, coach, and develop cross-functional teams and people leaders globally
Seniority
Senior, hands-on IC with people leadership
