Operations Support Lead: Process, Support & Coordination

Associa; Richardson (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Associa seeks an Ink Operations Support Manager to lead the daily operational support for Ink, coordinating with branches and customers to ensure high-quality service. The role emphasizes efficient issue resolution, onboarding, and cross‑functional collaboration to sustain reliable support workflows.

You will develop training materials, track recurring issues, and drive process improvements while supporting billing validation, reporting, and documentation to meet service expectations.

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.

Responsibilities

• Lead daily operational support for Ink, including issue resolution, order support, customer or branch 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 and remove obstacles.
• 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 business needs require.

Skills

Operations support

Communication

Organization

Follow-up

Problem-solving

Multi-tasking

Cross-functional collaboration

Tools

Ticketing systems

Order systems

Reporting tools

Workflow documentation

Job description

Associa seeks an Ink Operations Support Manager to lead the daily operational support for Ink, coordinating with branches and customers to ensure high-quality service. The role emphasizes efficient issue resolution, onboarding, and cross‑functional collaboration to sustain reliable support workflows.

You will develop training materials, track recurring issues, and drive process improvements while supporting billing validation, reporting, and documentation to meet service expectations.