Global Support Operations Manager

Avetta; Lehi (UT); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Avetta seeks a Manager of Support Operations to oversee training, quality assurance, and knowledge management for the Global Customer Support organization. The role leads multi-disciplinary teams, drives process standardization, and partners with Product to enhance the customer workflow.

The position requires 5+ years in call/support leadership, strong communication, and a strategic mindset. Hybrid work is available in Lehi or Calgary with 3 days in office and 2 days remote.

Qualifications

• Minimum 5 years of experience in call/support center leadership roles.
• Familiarity with customer support business systems such as Salesforce.org and cloud-based telephony platforms.
• Experience delivering complex training in an adult learning environment.
• Understanding of training tools and techniques.
• Experience with standard operating procedure management.
• Metrics-driven and analytical mentality.
• Excellent problem-solving skills.
• Ability to prioritize and multi-task.
• Skilled at working cross-functionally.
• Comfortable in a fast-paced environment.
• Strong written, oral, and interpersonal communication skills.
• Understanding of call/support center metrics and SLAs.

Responsibilities

• Lead New Hire Training programs: curriculum development, content delivery, certification.
• Oversee Quality Assurance: scoring, guidelines, reporting, and SME consulting.
• Provide strategic guidance on best practices and tools for global support.
• Develop and deliver ongoing performance training based on data insights.
• Plan and implement support tools and technology, including AI and automation.
• Collaborate with Product and leadership to improve customer workflows.
• Drive containment and deflection strategies for support inquiries.
• Maintain and enrich the Knowledge Base and supplier Help Center.
• Lead cross-functional collaboration to improve internal processes.
• Ensure professional customer-facing interactions with clients and suppliers.

Skills

Call center leadership

Customer support systems

Adult training delivery

SOP management

Metrics & analytics

Problem solving

Cross-functional collaboration

Communication skills

Call center metrics & SLAs

Training tools

Tools

Salesforce.org

Cloud-based telephony

Customer survey platforms

Job description

Avetta seeks a Manager of Support Operations to oversee training, quality assurance, and knowledge management for the Global Customer Support organization. The role leads multi-disciplinary teams, drives process standardization, and partners with Product to enhance the customer workflow.

The position requires 5+ years in call/support leadership, strong communication, and a strategic mindset. Hybrid work is available in Lehi or Calgary with 3 days in office and 2 days remote.