Enterprise Support Operations Leader

Mozilla Corporation; United States; On-site; EUR 110,000 - 150,000; Full time

Benefits offered by this job

Bonus plans

Medical, dental, vision coverage

401(k) retirement contributions

Job summary

Mozilla’s Customer Experience team is expanding to serve B2B customers from Germany and beyond. As Staff Enterprise Support Operations Manager, you will build Mozilla’s first dedicated enterprise support operation, design the operating model, vendor strategy, processes, tooling, metrics, and governance to provide high-quality technical support to organizations deploying Mozilla products.

You will bridge Enterprise customers, CX, Product, and Engineering, leading vendor relationships,

Qualifications

• 5+ years of experience in B2B or enterprise technical support operations.
• Experience building or scaling a new support operation.
• Experience managing outsourced support vendors or BPO partners.
• Experience with vendor selection, contracts, budgets, forecasts, invoices, renewals.

Responsibilities

• Build and launch Mozilla’s first B2B support operations capability, including its operating model, workflows, escalation paths, governance, and continuous-improvement processes.
• Own external support vendor relationships end to end, including future vendor selection and contracting support, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.
• Create and maintain vendor training, support playbooks, standard operating procedures, quality frameworks, knowledge materials, and coordination with product teams for release-readiness plans.

Skills

B2B operations

Vendor management

Cross-functional leadership

Technical fluency

Multilingual support

Tools

Zendesk/CRMs

Jira

Job description

Mozilla’s Customer Experience team is expanding to serve B2B customers from Germany and beyond. As Staff Enterprise Support Operations Manager, you will build Mozilla’s first dedicated enterprise support operation, design the operating model, vendor strategy, processes, tooling, metrics, and governance to provide high-quality technical support to organizations deploying Mozilla products.

You will bridge Enterprise customers, CX, Product, and Engineering, leading vendor relationships,