Operations Support Manager

Subject; Austin (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Subject is seeking an Operations Support Manager to bridge the Account Management team and the operations engine, handling highly complex client onboarding and ongoing support. This onsite role in Austin reports to the COO/Head of Operations and emphasizes proactive risk spotting and process improvement.

You’ll work with AM, Support, and Product to triage issues, document workflows, and optimize operational health metrics across the partner base. Austin-based relocation considered.

Qualifications

• 2+ years in a business operations, CS operations, deal desk, or complex account support role with customer-facing exposure.
• Ability to manage ambiguous, high-complexity problems end to end without heavy oversight.
• Strong cross-functional collaboration skills with Account Management, Support, and Product.

Responsibilities

• Serve as the operational backstop for the Account Management team, handling complex onboarding and support needs with cross-functional coordination.
• Manage recurring operational responsibilities (reporting, process checkpoints, account hygiene) and ad hoc escalations.
• Triage and resolve complex partner issues across onboarding, billing, product configuration, and support, looping in the right owner until resolution.
• Build and refine internal processes and documentation to prevent recurring issues.
• Partner with Account Managers to flag operational risk on complex accounts early.
• Track and report on operational health metrics for the partner base to CS and Ops leadership.
• Identify opportunities to standardize ad hoc work into processes or tools.

Skills

Cross-functional collaboration

Ambiguity management

Process improvement

Startup experience

Tools

Salesforce

Intercom

Airtable

Figma

Canva

Linear

Job description

We're hiring an Operations Support Manager to be the connective tissue between our Account Management team and the operational engine that keeps our partner base running smoothly. As Subject's partner base grows more complex, our AMs need a dedicated operator who can absorb the highest-complexity, highest-friction issues — the ones that don't fit neatly into a single playbook — and drive them to resolution. This is an individual contributor role based onsite at our Austin office, reporting to our COO / Head of Operations.

What You'll Do

• Serve as the operational backstop for our Account Management team, taking ownership of the most complex client onboarding and support needs that require cross-functional coordination.
• Manage a mix of recurring operational responsibilities (reporting, process checkpoints, account hygiene) and ad hoc escalations that come up as partner needs evolve.
• Triage and resolve complex partner issues that span onboarding, billing, product configuration, and support — looping in the right internal owner when needed and staying accountable until resolved.
• Build and refine internal processes and documentation so recurring issues get solved once, not repeatedly.
• Partner with Account Managers to proactively flag operational risk on complex accounts before it becomes a customer-facing problem.
• Track and report on operational health metrics for the partner base to CS and Ops leadership.
• Identify where manual, ad hoc work should become a standardized process or tool, and help drive that change.

What We're Looking For

• 2+ years in a business operations, CS operations, deal desk, or complex account support role, with direct exposure to customer or partner-facing issues (not purely internal-facing ops).
• Demonstrated ability to manage ambiguous, high-complexity problems end to end without heavy oversight.
• Strong cross-functional collaboration skills — comfortable working closely with Account Management, Support, and Product to close out issues.
• Excellent organizational skills; able to juggle recurring operational cadences alongside unpredictable ad hoc fires.
• Process-oriented mindset: naturally looks for ways to systematize recurring work.
• Startup or high-growth company experience preferred.
• Based within commuting distance of our Austin office, or willing to relocate.

Nice to Have

• Experience supporting Account Management or Customer Success teams in a B2B SaaS environment.
• Familiarity with CRM, CS tooling, and ticketing/support systems (e.g., Salesforce, Intercom, Claude, Linear, Airtable, Canva, Figma).
• Exposure to K-12, education, or another mission-driven vertical (outside of edtech, large media/entertainment, or FAANG-scale companies).

About Subject

Subject is a K-12 education technology company building tools that help districts and schools drive better outcomes for students. We're growing fast and building out both our Los Angeles headquarters and our Austin office.