Support Operations Manager
Core
Architecting automation systems and agentic workflows to scale support operations, manage partners/vendors, and embed LLM-powered tools into frontline workflows.
Role type
Senior IC Support Operations Manager (Systems & Automation)
Builds
Scalable support automation systems, partner/vendor management frameworks, and LLM-integrated frontline workflows.
Domain
AI/ML product support operations
Deliverable
production ML models | infrastructure
Required skills
Organizational design, vendor/partner management, systems thinking, operational data analysis, change management, process design, automation strategy, team coaching, metrics definition, technical collaboration
Preferred skills
Experience scaling support in high-growth tech, hands-on problem solving in ambiguous environments, experience with LLM tooling integration
Technologies
LLM-powered tools, automation engineering platforms, operational dashboards
Responsibilities
Lead organizational design for frontline operations and coach teams on automation adoption; Manage multi-site partner relationships including capacity planning and performance recovery; Own end-to-end service governance metrics (automation rate, cost to serve, quality); Define standards for scalable work processes; Partner with engineering to embed AI tools into support workflows
Seniority
Senior, hands-on IC with team leadership
