Senior Manager, Support Excellence

United States Digital Space LLC; Toronto; Hybrid; CAD 172,000 - 215,000; Full time

Benefits offered by this job

Extended health

Dental coverage

Life insurance

Disability benefits

Mental health

Family building

Child care

Pet benefits

Health Savings Account

RRSP matching

Flexible PTO

Job summary

United States Digital Space LLC is seeking a Senior Manager of Support Excellence to lead Knowledge Management, Quality, Learning & Performance, and Tooling Enablement. You will drive an integrated enablement strategy, scale the support operation, and partner with Operations, Product, and Technology to elevate customer outcomes in an AI-native, human-enhanced environment.

You will lead 4–6 direct reports and 40–50 indirects, shaping standards, OKRs, and execution tempo while ensuring delivery at

Qualifications

• 8+ years in support, operations, or related function with at least 3 years managing multiple teams or functions.
• Transformative leader with a clear point of view on AI-native support.
• Proven ability to turn vision into execution across a multi-function portfolio.

Responsibilities

• Define and own an ambitious, integrated vision for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement as a unified system.
• Translate vision into execution, removing blockers and driving delivery across a dynamic portfolio.
• Serve as senior leadership partner to Operations, Product, and Technology on AI-enabled customer support.

Skills

Leadership

Cross-functional collaboration

Strategy development

AI-focused transformation

People management

Executive communication

Job description

At the company, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

the company's Customer Care Operations organization manages over 1.7 million monthly customer interactions and serves as the company's primary direct touchpoint with riders, drivers, and businesses — spanning frontline support across multiple customer segments, a global BPO workforce, and the central functions that enable them to operate at scale.

The Senior Manager of Support Excellence owns the enablement infrastructure that determines whether the company's support operation can scale efficiently, react nimbly, and maintain high standards: Knowledge Management, Quality, Learning & Performance, and Tooling Enablement. This is not a role for someone who wants to maintain and optimize — it's a role for someone who wants to reimagine. The right person brings a bold, integrated vision for how these functions work together with Operations, Product, and Technology to improve customer outcomes and accelerate the company's evolution into an AI-native, human-enhanced support organization. They will set the direction, hold the bar, and move at the pace the environment demands — with the industry expertise to know what "great" looks like and the conviction to pursue it. Reporting to the Director of Business Planning & Central Operations, this role leads a team of 4-6 direct reports and 40-50 indirects, each owning a distinct function on the team team.

Responsibilities:

• Vision & Strategy
  • Define and own an ambitious, integrated vision for how Knowledge Management, Quality, Learning & Performance, and Tooling Enablement work together — not as separate functions, but as a unified enablement system that improves customer outcomes and advances the company's AI-native support evolution.
  • Expand active AI fluency to every function in the portfolio — from how knowledge is structured for AI retrieval, to how quality signals feed model improvement, to how agent training evolves for an AI-augmented workforce, to how tooling is evaluated and adopted. Bring a sharp, informed view of what's possible, know what's ready, and hold the team to the same standard.
  • Define the standards and OKRs the team should be held to, grounded in best-in-class industry benchmarks, and establish the review cadences that keep the org accountable and set up for growth.
• Execution & Accountability
  • Translate vision into execution, removing blockers, driving decisions, and holding a high bar for delivery across a dynamic portfolio.
  • Move at the pace the environment demands: in AI adoption, tooling evolution, and operational efficiency, this leader sets the tempo rather than reacting to it.
  • Get into the weeds when it matters — whether that's a knowledge governance gap, a quality framework that isn't landing, or a tool that isn't being adopted — without losing sight of the bigger picture.
• Cross-Functional Leadership
  • Serve as the senior leadership partner to Operations, Product, and Technology on everything that touches how agents and AI are empowered and enabled to serve customers — from knowledge architecture and agent training to quality signal and tooling operationalization.
  • Own the operational bridge between what Product builds and what lands on the floor — ensuring new capabilities are change-managed, rolled out, and supported in a way that actually sticks for a frontline workforce at scale.
  • Ensure quality measurement feeds reinforcement learning and continuous AI improvement — building the feedback loops that make the company's support operation smarter over time.
  • Establish confidence in the team's impact through clear communication, strong executive presence, and a consistent track record of delivery.
• People Leadership
  • Lead, develop, and retain a team of managers, each owning a distinct function — creating the conditions for each to operate at their best while holding a unified standard across the portfolio.
  • Build a culture of craft, ambition, and accountability — where the team understands that the content, standards, and tools they produce are the infrastructure that customer experience runs on.

Experience:

• 8+ years in support, operations, or a related function — with at least 3 years managing multiple teams or functions.
• A transformative leader with a clear point of view on where AI-native support is headed and the drive to get there — you don't wait for the roadmap, you help write it.
• Proven ability to turn vision into execution across a multi-function portfolio, with high accountability for outcomes and a track record of delivery at pace.
• Strong cross-functional instincts — you know how to partner with Product, Engineering, and Operations to get the right things built and adopted, without needing to own the technology yourself.
• Executive presence and communication skills that establish credibility and confidence in the team's work across the organization.
• Experience in customer support or contact center operations is a plus, not a requirement.

Benefits:

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• Access to a the company funded Health Care Savings Account
• RRSP plan with company match to help save for your future
• In addition to provincial observed holidays, salaried team members are covered under the company's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service
• the company is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
• Subsidized commuter benefits and the company ride credits

*the company is committed to creating an inclusive workforce that fosters belonging. the company believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. the company also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.*

*the company highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office at least 3 days per week, including on Mondays, Wednesdays, and Thursdays. the company considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks the company offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid*

*The expected base pay range for this position in the Toronto area is CAN $172,000 - $215,000, not inclusive *