Support Operations Manager

We are seeking a Support Operations Manager to oversee and expand our services, creating strong experiences for our users (patients, providers, etc). Joining our Customer Experience Operations department, this person will leverage their communication, cross-functional expertise, leadership, and data analysis skills to drive support-specific OKRs, KPIs, and SLAs out of a high-performing frontline support team. They will help build processes and workflows for scale, and improve collaboration between the different support team tiers. This role will be vitally important in the growth and scalability of Rula. Required Qualifications include 5+ years of experience in frontline support, with at least 3 years of experience managing support-centric teams internally and externally (i.e. offshore BPOs). The candidate should have experience in owning support-specific OKRs, and proficiency independently collecting, analyzing, and utilizing various types of data that inform decision making to spearhead improvements in CSAT/DSAT, and other SLAs (FCR, AHT, etc.). Skillfulness in project managing large and unique cross-functional initiatives end-to-end is desired, coupled with expertise in collaborating effectively with cross-functional partners, adept at balancing diverse needs, and prioritizing tasks efficiently to achieve successful outcomes. Experience building and mapping processes for scale and developing workflows independently is also required.