Senior Manager, Technical Operations Customer Experience

About the Role

Lead the strategic direction and operational excellence for our customer-facing technical support systems, ensuring world-class technical support experiences for our global user base.

Responsibilities

• Define, implement, and manage the technical roadmap for customer support tools and infrastructure.
• Drive continuous improvement in operational efficiency, incident response, and knowledge management systems used by the CX team.
• Act as the primary liaison between Customer Experience, Engineering, and Product teams to advocate for technical improvements that enhance support quality.
• Oversee the performance and reliability of critical third-party support platforms and internal tooling.
• Develop metrics and reporting frameworks to measure the effectiveness and impact of technical operations on customer satisfaction.

Requirements

• 5+ years of experience in technical operations, IT management, or a related technical leadership role, preferably within a SaaS or high-growth technology company.
• Proven experience managing complex technical environments supporting customer-facing teams (e.g., ticketing systems, CRM integrations, telephony).
• Strong understanding of ITIL principles and incident management processes.
• Excellent analytical skills with the ability to translate technical data into actionable business insights.
• Experience managing vendor relationships and negotiating service level agreements (SLAs).

Nice-to-Haves

• Experience working with security and compliance frameworks relevant to customer data handling.
• Familiarity with identity and access management (IAM) principles.
• Previous experience managing remote or geographically distributed technical teams.

Role Impact

This role is crucial for scaling our support capabilities globally, directly impacting customer trust and retention by ensuring our support agents have the best possible technical foundation to resolve complex issues quickly.