Senior Manager, Support Engineering

Ll Oefentherapie; Kansas City (MO); On-site; USD 140,000 - 200,000; Full time

Job summary

Ll Oefentherapie leads a rapidly growing federal customer support organization responsible for delivering responsive, high-quality service during critical customer events and throughout the support lifecycle. The leader manages managers and individual contributors to build leadership capacity and operational discipline to scale successfully.

The role oversees Command Center operations, serves as a senior escalation point for complex issues, and ensures timely intake, triage, resolution,

Qualifications

• Extensive experience leading large customer support operations.
• Strong ability to translate data into actionable decisions.
• Proven leadership of managers and ICs in fast-moving environments.

Responsibilities

• Lead a federally-focused customer support organization, delivering responsive, high-quality service during critical events and throughout the support lifecycle.
• Oversee Command Center operations and act as a senior escalation point for complex issues impacting customers.
• Own operating model, staffing strategy, performance, and outcomes; scale the team with operational discipline.
• Partner with Workforce Management and leaders across Federal and Commercial Support to plan coverage and respond to demand spikes.
• Communicate clearly with senior executives and stakeholders, using data to drive decisions and development opportunities.

Job description

Leads a rapidly growing, high-visibility Federal Customer support organization responsible for delivering responsive, high-quality service during critical customer events and throughout the support lifecycle. Manages managers and individual contributors while building the leadership capacity, operational discipline, and team capability required to scale successfully.

Oversees Command Center operations and serves as a senior escalation point for complex customer-impacting issues. Ensures the organization delivers timely intake, triage, issue resolution, escalation, communication, and coordination across internal teams and customer stakeholders.

Owns the operating model, staffing strategy, performance, and operational results for the organization. Partners closely with Workforce Management and leaders across Federal and Commercial Support to plan coverage, manage changing demand, respond to volume spikes, and deploy resources where they can have the greatest business impact.

This role requires a strong operational leader who can communicate clearly with senior executives and customer stakeholders, use data to drive decisions, and lead teams through fast-moving, high-visibility situations. The leader will help shape a growing organization and create meaningful development and advancement opportunities for managers and individual contributors.