Sr. Manager of Customer Support & Operations to lead our newly established Customer Excellence Center in India. This critical role is responsible for transitioning our support organization from a reactive model to a proactive, high-resolution technical engine. The Sr. Manager will drive a cultural shift toward high-ownership and automation-first processes, ensuring scalable growth and significant improvement in customer experience.

Key Responsibilities

Lead the Technical Engine: Formalize and lead the India-based Tier 1–3 support and operations teams as the company's primary technical execution hub.
Voice of the Customer (VoC): Act as the primary advocate for customer pain points, ensuring support trends directly influence the product roadmap.
Automation and AIOps: Implement and champion an automation-led monitoring and incident response model to manage technical issues by exception, significantly reducing manual intervention.
Strategic Alignment: Work closely with the Senior L3 Support Engineer (who is embedded in the CRE team) to ensure a tight feedback loop, informing systemic stability fixes and code-based remediation.

Qualifications

Experience with CRM/Helpdesk software (e.g., Zendesk, Salesforce Service Cloud) and building community forums.
Proven ability to coach staff on "Soft Skills" and "Technical Communication" rather than just "AIOps and Automation."
Proven experience in leading, multi-tiered (Tier 1–3) technical support and operations teams, preferably in a fast-paced SaaS or platform environment.
Expertise in using automation to improve the customer experience.
Exceptional leadership skills with the ability to manage and mentor technical teams in a global setting, particularly in establishing operational excellence in an India-based center.
Familiarity with foundational big data and container orchestration technologies (e.g., Kubernetes, Spark, Hadoop, etc.) is highly desirable.

Travel: Expected to visit the team in Pune, India, approximately once per quarter initially, with frequency decreasing over time.

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Sr. Manager of Customer Support & Operations