Manager, AI-Driven Technical Service Operations

Core Sound Imaging, LLC; Raleigh (NC); On-site; USD 120,000 - 170,000; Full time

Job summary

Core Sound Imaging, LLC in Raleigh, North Carolina, is seeking a Manager of Technical Service Operations to lead a growing support organization in a regulated medical imaging environment.

The role blends people leadership, data analysis, process engineering and customer advocacy, with a strong emphasis on automation, AI tooling, and compliance to SLA targets. You will build scalable systems, coach agents, and partner with product and development to improve the customer experience.

Qualifications

• 5+ years managing technical support teams in a B2B SaaS environment.
• 3+ years as a technical support representative in a B2B SaaS environment.
• Experience identifying and implementing automation or AI solutions that reduced manual workload or improved customer experience.
• Experience building data-driven workforce forecasting models and presenting headcount recommendations to leadership.
• Hands-on proficiency with support platforms such as Zendesk or Salesforce, including building reports, configuring workflows, and optimizing ticket routing.

Responsibilities

• Lead and coach a team of technical support specialists.
• Define, communicate, and enforce team KPIs including response time, resolution rate, CSAT, and SLA adherence.
• Develop onboarding plans for new agents to reach productivity quickly.
• Identify skill gaps and facilitate targeted training programs.
• Keep the team updated on product releases, policy updates, and regulatory changes.
• Build automation-first processes and partner with Development/Product to integrate tools.
• Maintain dashboards and lead data-driven decision making.
• Own the automation roadmap and measure ROI.

Skills

Technical leadership

SaaS support

Automation & AI

Data-driven forecasting

Zendesk/Salesforce

Communication

SLA & metrics

Tools

Zendesk

Salesforce

Job description

Core Sound Imaging, LLC in Raleigh, North Carolina, is seeking a Manager of Technical Service Operations to lead a growing support organization in a regulated medical imaging environment.

The role blends people leadership, data analysis, process engineering and customer advocacy, with a strong emphasis on automation, AI tooling, and compliance to SLA targets. You will build scalable systems, coach agents, and partner with product and development to improve the customer experience.