INK Operations Support Manager

associacareers; Richardson (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Ink Operations is seeking an Operations Support Manager to lead the functions that keep Ink Operations running smoothly, including customer and branch support, onboarding, issue resolution, order support, billing coordination, documentation, and reporting assistance.

You will coordinate with cross-functional teams, develop processes, and ensure timely, accurate, and professional support that meets service expectations. Some shifts may be required to support production needs.

Qualifications

• Experience in operations support, customer support, or related roles.
• Strong communication, organization, follow-up, and problem-solving skills.
• Ability to manage multiple issues, deadlines, stakeholders, and priorities.
• Experience improving processes and documenting workflows.

Responsibilities

• Lead daily operational support for Ink, including issue resolution, order support, onboarding, and internal coordination.
• Manage support workflows, escalations, documentation, training materials, and follow-up activities.
• Ensure support activities are timely, accurate, professional, and aligned to service expectations.
• Support reporting, billing validation, customer communication, and workflow documentation as needed.
• Partner with Operations, Commercial, Technology, Finance, Billing, Customer Care, and branch teams to improve service.
• Track recurring issues, identify root causes, and recommend process improvements.
• Develop team members and create a culture of ownership, service, accuracy, and follow-through.
• Support any Ink Operations function as needed.

Skills

Experience in operations support

Communication

Organization

Problem solving

Multitasking

Cross-functional collaboration

Process improvement

Tools

Ticketing systems

Order systems

Reporting tools

Workflow documentation

Job description

The Ink Operations Support Manager leads the support functionsrequiredto keep Ink Operations running effectively. This role may include customer and branch support, onboarding, issue resolution, order support, billing coordination, documentation, reporting support, process improvement, and cross-functional follow-up.

Key Responsibilities

Operational Support

• Lead daily operational support for Ink, including issue resolution, order support, customer or branch support, onboarding, and internal coordination.
• Managesupportworkflows, escalations, documentation, training materials, and follow-up activities.
• Ensure support activities aretimely,accurate, professional, and aligned to service expectations.
• Support reporting, billing validation, customer communication, and workflow documentation as needed.

Process and Partnership

• Partner with Operations, Commercial, Technology, Finance, Billing, Customer Care, and branch teams to improve service and remove obstacles.
• Track recurring issues,identifyroot causes, and recommend process improvements.
• Develop team members and create a culture of ownership, service, accuracy, and follow-through.

Other Duties

• Support any Ink Operations function as business needs require.
• All other duties as assigned and required by the Ink Operations leadership.

Required Qualifications

• Experience in operations support, customer support, client success, service operations, administration, or related work.
• Strong communication, organization, follow-up, and problem-solving skills.
• Ability to manage multiple issues, deadlines, stakeholders, and priorities.
• Experience improving processes, documenting workflows, and supporting cross-functional teams.

Preferred Qualifications

• Experience supporting high-volume operational workflows, branch onboarding, billing validation, or customer-impacting issue resolution.
• Experience with ticketing systems, order systems, reporting tools, or workflow documentation.

Physical / Environmental Requirements

• Ability to work in an operations environment with production equipment, fulfillment activity, supplies, packaging, and shipping materials.
• Ability to stand for extended periods and move materials or equipment as needed, with reasonable accommodations available.
• Ability to lift and move supplies or materials asrequiredfor the role.
• May berequiredto work schedules or shifts outside normal business hours based on InkOperationsneeds.