Senior Support Operations Manager

13 hours, 59 minutes ago
Full-time
Senior
Customer and Technical Support
PandaDoc

PandaDoc

PandaDoc offers an all-in-one document automation platform that enables sales professionals to create, approve, track, and electronically sign proposals and quotes more efficiently, significantly reducing the time spent on business document workflows.

Internet Software & Services
251-1K
Founded 2013
$51M raised

Description

  • Lead the Support team’s business rhythm by analyzing real-time performance data and turning insights into strategic and operational recommendations.
  • Drive 0-to-1 programs and other key initiatives, including improving existing programs like the Learning Academy.
  • Own the customer lifecycle intelligence layer by partnering with Product and Data to deliver usage, lifecycle, and customer health signals to frontline support.
  • Lead Support’s AI and automation strategy, including advancing Claude, Intercom, and Fin AI capabilities and improving team adoption of new tools.
  • Own planning and forecasting, including capacity modeling, annual planning, budgeting, and monthly and quarterly business reviews.
  • Build performance management infrastructure by consolidating data into dashboards and reports for managers and leaders.
  • Serve as the cross-functional operator for Support by representing the team in company-wide initiatives and driving OKR alignment.
  • Collaborate with key business partners to influence decisions on headcount, operations, and customer experience improvements.

Requirements

  • 5+ years of experience in the operational core of a customer-facing organization such as Support or Customer Experience.
  • Recent Support Operations experience is recommended.
  • Experience leading process redesigns and AI integrations that materially change how a team works.
  • Ability to turn data into a point of view, root-cause analysis, and actionable recommendations.
  • Comfort moving from ambiguous problems to launched initiatives with measurable outcomes.
  • Ability to earn executive trust and drive alignment without owning the final decision.
  • Experience owning a budget, running a planning cycle, and explaining variance.
  • Fluency with modern support and CX platforms such as Intercom or Zendesk, Gainsight or Planhat, Salesforce, and Jira or CWM.
  • Experience with AI tools such as Claude, ChatGPT, or Gemini is preferred.
  • Strong business ownership and financial forecasting experience.

Benefits

  • Competitive salary with annual OTE up to $180k (90/10 split).
  • Health and commuter benefits.
  • Company-paid life and disability insurance.
  • 20+ PTO days.
  • 401(k) and FSA plans.
  • Tremendous career growth opportunities.
  • A collaborative, global team culture with work-life balance and virtual team-building events.

Interested in this position?

Apply directly on the company website

Apply Now

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