Senior Manager, AI-Driven Support Operations

Screendesk; Philippines; Remote; PHP 1,800,000 - 2,800,000; Full time

Job summary

ClickUp is seeking a Senior Manager of Customer Support Operations to elevate performance, drive operational excellence, and scale services across channels. This role bridges strategy and frontline execution, ensuring initiatives contribute to customer success and business outcomes.

The candidate will lead 3–4 managers and 10–15 representatives, shaping coaching, KPI-driven improvement, and cross-functional collaboration to deliver measurable impact and a high-velocity, AI-enabled support

Qualifications

• 10+ years in customer-facing people management.
• 5+ years at a senior manager/director level.
• Proven experience managing up, presenting to leadership, and executing on strategic initiatives.
• Strong understanding of support operations across multiple channels (chat, email, phone).
• Track record of leading teams to meet and exceed KPIs.

Responsibilities

• Oversee multi-channel queue health and ticket handling.
• Meet and exceed SLAs and response times.
• Lead weekly operational audits and provide data-driven insights.
• Drive automation and AI initiatives to speed resolutions.
• Manage 3–4 managers and 10–15 representatives; coach and calibrate.
• Develop improvement plans based on KPI trends.
• Collaborate with senior management to align strategy.
• Foster ownership, accountability, and operational discipline.

Skills

People management

Cross-functional collaboration

SaaS/cloud experience

Leadership coaching

Performance management

KPI ownership

Stakeholder communication

Automation/AI initiatives

Project execution

Data-driven decision making

Education

PM methodologies certification (PMP/Agile/Scrum)

Tools

Zendesk

Salesforce

Job description

ClickUp is seeking a Senior Manager of Customer Support Operations to elevate performance, drive operational excellence, and scale services across channels. This role bridges strategy and frontline execution, ensuring initiatives contribute to customer success and business outcomes.

The candidate will lead 3–4 managers and 10–15 representatives, shaping coaching, KPI-driven improvement, and cross-functional collaboration to deliver measurable impact and a high-velocity, AI-enabled support