The opportunity
About the Team The Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
What they're looking for
- Operational reporting and executive narratives: Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints; translate operational signals into recommendations for leadership.
- + years in vendor/BPO operations management, support operations, or partner: performance leadership in a scaled environment.
- Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management.
- Awareness of and some experience with workforce planning approaches—e.g.,: forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems. across global, multi-site support operations.
