Operations Manager, Customer Support

In this role, you will lead and oversee projects from inception through execution, ensuring timely milestone delivery by stakeholders and team members. You'll collaborate with cross-functional teams to define project goals, scope, and deliverables, while keeping all stakeholders informed of progress and changes. The role includes overseeing and managing performance metrics, identifying areas for improvement and celebrating team successes. You will conduct regular performance analyses to spot trends, assess success, and drive strategic adjustments to improve key performance indicators. As the operations manager, you will configure and optimize Zendesk workflows, automations, triggers, macros, and reporting tools, including chatbot and AI workflows. You will identify opportunities for self-service solutions to address common requests; partner with third-party vendors to implement and refine AI solutions that drive seamless, low-effort experiences. You will also maintain thorough documentation of project plans, processes, and system configurations to ensure smooth knowledge transfer and continuity.