Business Operations Manager, Technical Support Ops

About the role:

• The Business Operations Manager will be a strategic partner embedded within the Technical Support organization, driving operational excellence and enabling data-informed decision-making at scale.
• This role sits at the intersection of strategy and execution, supporting senior leadership with insights, communications, and operational frameworks.

In this role, you will:

• Partner with Technical Support leadership to develop strategic narratives and executive presentations that communicate business performance and key priorities.
• Build and maintain reporting frameworks that track core metrics like CSAT, time to resolution, and cost to serve, synthesizing findings into actionable insights.
• Drive cross-functional collaboration across Technical Support, Product, R&D, and Sales to align on priorities and execute key initiatives.

Minimum requirements for the role:

• 8+ years of experience in business operations, management consulting, strategy, or a related field.
• Bachelor's degree from a 4-year accredited university.
• Demonstrated ability to build executive-level presentations and strategic communications with a clear narrative.

An ideal candidate also has:

• Experience working in or with customer support, technical support, or a complex SaaS environment.
• Familiarity with data tools like Tableau, Looker, or SQL for self-serve analytics.
• Track record of building operational programs or processes from the ground up.