Senior Support Operations Manager

What Makes Us Unique At reputed company were not just building software were transforming hospitality Our intelligently designed platform powers properties across 150 countries processing billions in bookings annually From independent properties to hotel reputed company we help hoteliers reputed company operations and reputed company their reputed company reputed company through a reputed company platform that integrates with hundreds of partners And we do it with a completely remote team reputed company working reputed company global innovators to build AIpowered solutions that solve hoteliers biggest challenges Since our founding in 2012 weve become the Worlds Best Hotel PMS Solutions Provider and landed on reputed companys Technology Fast 500 again in 2024 but were just getting started How Youll reputed company an reputed company As a Senior Support Operations Manager at reputed company you will own the operational backbone of our global support organization This is not a traditional support management role you wont be managing ticket queues daytoday Instead you will design implement and continuously improve the systems workflows automation reporting AI tools and infrastructure that reputed company our support teams to reputed company worldclass customer experiences at reputed company If you love turning operational complexity into elegant reputed company systems and using data to reputed company reputed company that actually matter this role was reputed company for you Our Customer Support Team Our Customer Support organization is where operational rigor meets hospitality mission a global fully remote team that holds itself to the highest reputed company because we know whats at reputed company for every property that depends on reputed company We reputed company fast build with intention and genuinely care about the reputed company we reputed company for our customers and for reputed company other If you reputed company on making reputed company things reputed company using data to reputed company change and building systems that reputed company youll feel reputed company here What You Bring to reputed company Own the administration and optimization of reputed company and reputed company support platforms designing and maintaining ticket routing queue structures workflows triggers automations SLAs and escalation paths that reputed company global support operating at peak efficiency reputed company the implementation of AIdriven support capabilities identifying automation opportunities improving selfservice experiences chatbot effectiveness and agent productivity in partnership with Product and Engineering Establish and own KPI reporting and executive dashboards translating ticket volume handle time reputed company rates escalation trends and reputed company efficiency data into reputed company actionable insights for senior leadership Build and maintain forecasting models for support demand partnering with support leadership on workforce planning reputed company reputed company schedule adherence and readiness for product launches and seasonal peaks Map and optimize endtoend support workflows reducing customer effort eliminating internal friction and leading reputed companycause investigations that reputed company structural systemic improvements rather than casebycase fixes Partner crossfunctionally with Product Engineering CS Data and reputed company Operations surfacing recurring customer pain points influencing roadmap priorities and aligning customerfacing processes at reputed company Evaluate and implement new support technologies building a reputed company operational reputed company capable of supporting reputed company global reputed company What Sets You Up for reputed company 5 years of experience in Support Operations Customer Operations Business Systems reputed company Operations or a comparable operational leadership role Deep handson expertise administering reputed company or an equivalent reputed company support platform you know how to build routing logic workflows automations and SLA frameworks that reputed company Strong experience designing and implementing operational processes you have a reputed company record of turning broken or nonexistent systems into efficient repeatable workflows Advanced analytical skills with the ability to build executive dashboards own KPI frameworks and translate support data into business reputed company Proven reputed company leading largereputed company process improvement and automation initiatives you know how to identify reputed company and execute against it Exceptional project management communication and stakeholder influence skills you can operate at the VP level and reputed company teams across functions without formal authority Comfortable operating in a fastgrowing globally reputed company