Senior Manager, Support Operations

monday insights; New York (NY); Hybrid; USD 125,000 - 160,000; Full time

Job summary

A leading company seeks a Senior Manager, Support Operations in New York City. The role involves driving productivity and efficiency while overseeing staffing and performance optimization for support operations. Candidates should have extensive experience in workforce management and leadership skills, with a focus on enhancing team experience and service levels.

Qualifications

• 8+ years of Customer Experience/Workforce Management in large global sites in an Enterprise SaaS or B2C environment.
• Senior leader with experience in managing people managers.
• Experience in real-time monitoring, scheduling, and performance management.

Responsibilities

• Lead the Online Strategy & BPO teams.
• Ensure optimal staffing levels and manage schedules based on demand.
• Analyze workforce data to drive efficiency and improve performance.

Skills

Data Analysis

Problem Solving

Cross-functional Collaboration

Tools

WFM Tools

NICE

Verint

Teleopti

Job description

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The Senior Manager, Support Operations drives productivity, efficiency, and workforce optimization, ensuring peak performance while maintaining service levels and cost-effectiveness. This role oversees staffing, scheduling, real-time adjustments, and performance optimization to maximize efficiency without compromising team experience.

About The Role

The Senior Manager, Support Operations drives productivity, efficiency, and workforce optimization, ensuring peak performance while maintaining service levels and cost-effectiveness. This role oversees staffing, scheduling, real-time adjustments, and performance optimization to maximize efficiency without compromising team experience.

• Lead the Online Strategy & BPO teams - Manage managers and team members.
• Workforce Planning & Scheduling - Ensure optimal staffing levels for efficiency and cost control, align hiring and staffing with business needs and partner with HR, leadership, and BPOs to meet staffing goals.
• Scheduling & Shift Management - Build schedules aligned with forecasted demand, optimize shifts, breaks, and rotations for coverage and maintain compliance with labor laws & policies.
• Real-Time Workforce & Intraday Management - Monitor real-time workforce activity to meet SLAs, adjust staffing dynamically based on demand changes, escalate risks related to absenteeism or outages and oversee shift capacity and activity, including incidents, peak times, and off-peak times.
• Performance Management & Optimization - Analyze workforce data to drive efficiency, monitor to Identify and resolve adherence gaps and productivity issues, and collaborate on training and quality improvements.
• Workforce Technology & Process Improvement - Manage WFM tools and automation, optimize workforce processes and efficiency, and Provide data-driven insights to leadership.
  
  

Your Experience & Skills

• 8+ years of experience as a Customer Experience/Workforce Management for large global sites in an Enterprise SaaS environment or B2C
• A proven senior leader who has experience managing people managers
• Experience in real-time monitoring & scheduling & site productivity performance management
• Proficiency in WFM tools (e.g., NICE, Verint, Teleopti)
• Strong data analysis & problem-solving skills
• Experience with AI & automation in WFM is a plus
• Effective cross-functional collaboration & communication
  
  

For New York City-based hires only: Compensation Range: $125,000-$160,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations

Please note that this role is on a hybrid model.

Visa sponsorship for this role is currently not available.

monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Business Content

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