AI-Driven Manager, Technical Service Ops (Imaging)

Rippling, Inc.; Raleigh (NC); On-site; USD 120,000 - 190,000; Full time

Job summary

Core Sound Imaging, a PSG company, seeks a high-impact Manager of Technical Service Operations to own the support experience for customers in medical imaging and to build a scalable team. This role drives automation-first initiatives and sets KPIs across the organization.

You will partner with Development and Product to integrate support tooling, reduce manual work, and ensure compliant, timely outcomes for every case, while mentoring staff and reporting to senior leadership.

Qualifications

• 5+ years managing technical support teams in a B2B SaaS environment with proven SLA/CSAT improvements.
• 3+ years as a technical support representative in a B2B SaaS environment.
• Experience identifying and implementing automation or AI solutions that reduced manual workload.
• Forecasting models and headcount recommendations using data-driven methods.
• Proficiency with Zendesk, Salesforce, and building reports/workflows.

Responsibilities

• Supervise, coach, and develop a team of technical support specialists with accountability and continuous improvement.
• Lead structured 1:1s, team meetings, and performance reviews with documented feedback and measurable outcomes.
• Define and enforce team KPIs: response time, resolution rate, FCR, CSAT, and SLA adherence.
• Own onboarding plans to accelerate agent productivity and iterative improvements.
• Identify skill gaps and facilitate targeted training on product knowledge, compliance, and tooling.
• Stay updated on product releases, policy changes, and regulatory updates affecting workflows.

Skills

Team leadership

SaaS support

Automation & AI

Forecasting & analytics

Communication

Operational discipline

Tools

Zendesk

Salesforce

Job description

Core Sound Imaging, a PSG company, seeks a high-impact Manager of Technical Service Operations to own the support experience for customers in medical imaging and to build a scalable team. This role drives automation-first initiatives and sets KPIs across the organization.

You will partner with Development and Product to integrate support tooling, reduce manual work, and ensure compliant, timely outcomes for every case, while mentoring staff and reporting to senior leadership.