Customer Support Operations Manager

Map and continuously refine the entire support journey (billing, pharmacy coordination, clinical questions, shipping). Build SOPs, routing rules, and SLAs that balance speed with regulatory compliance (HIPAA, PCI, PIPEDA). Partner with Workforce Management to forecast volume and set staffing plans that hit response-time targets. Own the Help Center and internal knowledge base: develop taxonomy, review cadence, and authoring standards. Run weekly coaching, QA calibrations, and “voice of customer” debriefs to keep quality and empathy high. Evaluate third-party apps (AI assist, QA, billing) and own vendor relationships and renewals.