Support Operations and Insights Manager

As a Support Operations and Insights Manager, you will play a critical role in leading and mentoring a high-performing team of support professionals in a fast-paced, dynamic environment. You will be responsible for leading support reporting and workforce planning initiatives that ensure we scale efficiently and deliver exceptional customer experiences. This is a high-impact role with direct influence on global staffing decisions, operational performance, and strategic planning. You will help identify performance gaps, drive process improvements, and build the infrastructure needed to support a rapidly evolving support function, while also owning critical workforce management processes such as forecasting, capacity planning, and headcount modeling. Your leadership, strategic thinking, and data-driven approach will be essential in optimizing team performance, fostering a positive team culture, and exceeding customer expectations. This role requires a deep understanding of support processes, a passion for customer satisfaction, and the ability to inspire and motivate a team to achieve ambitious goals. Responsibilities include: Partner with the VP of Support to define and execute the support org’s strategic roadmap, own short- and long-term ticket volume forecasting, capacity planning, and staffing models, translate forecasted volumes and handle time into monthly, weekly, and daily agent requirements, and more.