Remote Senior Manager, SaaS Customer Operations

Jobgether; United States; Remote; USD 132,000 - 171,000; Full time

Benefits offered by this job

Fully remote US

Competitive salary

Bonus eligibility

Equity grants

Career growth

Job summary

Jobgether is representing a partner based in the United States seeking a Senior Manager, Customer Operations to lead regional Technical Customer Support teams and drive performance in an enterprise SaaS environment.

You will translate strategic objectives into practical operational plans, oversee major escalations, and collaborate with Development, Product, Operations, Quality, and IT to deliver scalable, high-quality service. This remote role supports growth and customer success.

Qualifications

• 10+ years in enterprise Customer Support or Service Management with leadership of technical teams.
• 5+ years in people management leading Technical Support Analysts.
• Experience managing KPIs, escalations, backlogs, workloads, and cross-functional resolutions.
• Strong SaaS technical understanding and leadership without hands-on requirement.
• Excellent analytical and operational skills with dashboards interpretation.
• Strong communication and stakeholder management.
• Bachelor's degree or equivalent.
• Proven change management ability.

Responsibilities

• Lead day-to-day regional Technical Customer Support team and ensure consistent service delivery.
• Manage operational outcomes including case execution, workload distribution, and capacity.
• Monitor performance via dashboards, trends, and customer feedback to identify risks.
• Translate insights into measurable improvement initiatives with clear targets.
• Lead responses to major escalations coordinating resources and communication.
• Collaborate with Development, Product, Operations, Quality, and IT to resolve issues.
• Establish and reinforce best-practice case-management and escalation procedures.
• Develop scalable processes, knowledge resources, and support mechanisms.
• Partner with Global Support Leadership to align strategies with execution.
• Prepare and present performance updates to senior leadership.
• Foster a customer-focused, accountable and inclusive team culture.
• Lead organizational changes with structured plans and follow-through.
• Identify opportunities to leverage automation and advanced analytics.

Skills

Leadership

Customer Ops

SaaS knowledge

KPIs management

Cross-functional

Communication

Analytics

Change management

Education

Bachelor's degree

Tools

CRM systems

BI Dashboards

Job description

Jobgether is representing a partner based in the United States seeking a Senior Manager, Customer Operations to lead regional Technical Customer Support teams and drive performance in an enterprise SaaS environment.

You will translate strategic objectives into practical operational plans, oversee major escalations, and collaborate with Development, Product, Operations, Quality, and IT to deliver scalable, high-quality service. This remote role supports growth and customer success.