Senior Partner Support Operations Lead

inspiracareers; Oak Brook (IL); Remote; USD 120,000 - 170,000; Full time

Job summary

inspiracareers is seeking a Sr. Manager to lead the Partner Support Services Level 1 team, driving performance, process improvement, and a high-quality partner experience.

You will partner with cross-functional teams to ensure efficient triage, escalation, and service delivery. The role requires building budgets, staffing plans, and governance frameworks while delivering operational excellence across complex support operations.

Qualifications

• ,7+ years in client/partner support, contact center, or service operations leadership, incl. 4+ years managing managers
• Experience owning budget, headcount planning, and vendor/BPO relationships
• Experience with enterprise ticketing/service management platforms and WFM tools
• Track record presenting performance results to senior leadership
• Bachelor's degree in Business, Operations Management, or related field; advanced degree preferred

Responsibilities

• Lead Level 1 (L1) support operations including staffing design and tooling roadmap
• Build and manage L1 budget and staffing forecasts
• Monitor L1 performance against SLA metrics and report to leadership
• Define triage/escalation criteria with Level 2 teams and Engineering
• Oversee incident management for Sev1–Sev4 and ensure timely communications
• Drive continuous improvement via automation, self-service, and knowledge base
• Collaborate across Account Management, Relationship Management, and Operations
• Maintain governance docs, SOPs, escalation playbooks, and quality standards
• Participate in workforce planning and resource forecasting

Skills

People leadership

Budgeting

SLA management

Ticketing tools

Cross-functional collaboration

Education

Bachelor's degree in Business/Operations

Advanced degree preferred

Tools

Jira Service Management

ServiceNow

Zendesk

NICE CXone

Job description

inspiracareers is seeking a Sr. Manager to lead the Partner Support Services Level 1 team, driving performance, process improvement, and a high-quality partner experience.

You will partner with cross-functional teams to ensure efficient triage, escalation, and service delivery. The role requires building budgets, staffing plans, and governance frameworks while delivering operational excellence across complex support operations.