Senior Support Operations Lead

Jobgether; United States; On-site; USD 115,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

US market-based compensation

Health insurance

Paid time off

Flexible holidays

Parental leave

Job summary

Partner company in the United States seeks a Senior Support Operations Lead to shape and optimize complex customer journeys across a growing, tech-enabled support ecosystem. The role focuses on turning high-friction operational challenges into scalable workflows and tools for improved customer experiences.

Initial emphasis on warranty replacements—encompassing intake, eligibility, fulfillment, returns, and follow-up communications—while collaborating with Product, Engineering, Fraud, Finance,

Qualifications

• 8+ years of experience in support operations or a similar field within fast-paced environments.
• Proven ability to design customer journeys and scalable workflows across complex support scenarios.
• Strong analytical and root-cause problem-solving skills using multiple data sources.
• Project management and prioritization capabilities across multiple workstreams.
• Excellent written and verbal communication for executive-ready narratives.

Responsibilities

• Design and optimize end-to-end customer journeys, starting with warranty replacements and post-purchase processes.
• Identify frictions across intake, eligibility, fulfillment, returns, and follow-up communications, translating findings into improved workflows.
• Develop future-state processes, routing logic, decision trees, and guardrails for consistency and efficiency.
• Collaborate with cross-functional teams to align priorities and implement solutions.
• Lead root-cause analysis using data from support platforms, transactional systems, and logistics.
• Investigate automation drop-offs and process exceptions across channels and markets.
• Define KPIs, dashboards, and experimentation plans to measure customer effort and efficiency.
• Lead cross-functional improvement programs from problem definition to implementation.
• Maintain an improvement roadmap balancing quick wins with long-term tooling and reporting investments.
• Coordinate launch readiness for new workflows and tooling, including communications and post-launch monitoring.
• Prepare executive-level business cases and operational updates with data-driven recommendations.
• Create SOPs, playbooks, and training materials to improve execution quality.

Skills

Customer journey design

Cross-functional collaboration

Root-cause analysis

Program management

Operational dashboards

SOPs and playbooks

Tools

Zendesk

NetSuite

Tableau

Narvar

Darwin

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Operations Lead based in United States.

This role will shape and improve complex customer support journeys across a growing, technology-enabled support ecosystem.

You’ll focus on turning high-friction operational challenges into scalable workflows, tools, and processes that improve customer experiences.

Warranty replacements will be an important initial focus, spanning intake, eligibility, fulfillment, returns, and follow-up communications.

You’ll combine journey design, analytics, root-cause analysis, and program management to identify opportunities and drive measurable improvements.

The role requires close collaboration across Support, Product, Engineering, Fraud, Finance, Logistics, and Analytics teams.

You’ll also create executive-ready recommendations, operational documentation, and change-management resources that enable teams to execute consistently.

This is an impactful opportunity for an experienced operations leader who thrives at the intersection of customer experience, systems, data, and process transformation.

Accountabilities

• Design and optimize end-to-end customer journeys across complex support experiences, with an initial emphasis on warranty replacements and related post-purchase processes.
• Identify friction across intake, eligibility, decision-making, fulfillment, returns, and follow-up communications, then translate findings into improved workflows.
• Develop future-state processes, decision trees, routing logic, requirements, and operational guardrails that improve consistency, efficiency, and customer outcomes.
• Partner with cross-functional stakeholders across Member Experience, Product, Engineering, Fraud, Finance, Logistics, and related teams to align priorities and implement effective solutions.
• Lead root-cause analysis of recurring operational issues by combining data from support platforms, transactional systems, logistics environments, and reporting tools.
• Investigate automation drop-offs, process exceptions, queue health challenges, return authorization and service-order quality issues, and market- or channel-specific breakdowns.
• Define and monitor KPIs, dashboards, and experimentation plans that measure customer effort, operational efficiency, quality, and risk.
• Lead cross-functional improvement programs from problem definition through implementation, managing scope, milestones, dependencies, risks, and stakeholder alignment.
• Maintain and prioritize an operational improvement roadmap that balances immediate opportunities with longer-term investments in tooling, reporting, and process quality.
• Coordinate launch readiness for new workflows, policy changes, and tooling updates, including communications, decision documentation, and post-launch monitoring.
• Prepare executive-level presentations, business cases, and operational updates that clearly communicate problems, data, trade-offs, recommendations, and expected outcomes.
• Create SOPs, playbooks, training materials, and operational guidance that improve execution quality and reduce dependence on informal knowledge.

Requirements

• 8+ years of experience in support operations, customer experience operations, process improvement, program management, or a similar discipline within a fast-paced environment.
• Demonstrated expertise in customer journey design, with the ability to turn complex operational challenges into scalable workflows, routing logic, and support processes.
• Strong analytical and root-cause problem-solving skills, including the ability to work across multiple data sources and use operational metrics to guide decisions.
• Proven project management and prioritization capabilities, with experience managing multiple workstreams, aligning stakeholders, and moving initiatives from concept through execution.
• Excellent written and verbal communication skills, including the ability to create compelling, executive-ready narratives and influence senior and cross-functional stakeholders.
• Experience developing and maintaining SOPs, operational documentation, playbooks, or training materials that improve consistency and execution at scale.
• Strong collaborative approach and the ability to work effectively across support, product, engineering, fraud, finance, logistics, and analytics functions.
• Comfortable working with operational systems and tools such as CRM and case-management platforms, automation tools, knowledge-management systems, analytics and BI environments, and order or logistics platforms.
• Experience with warranty, replacements, returns, fraud, or other complex post-purchase support journeys is a strong advantage.
• Familiarity with tools such as Zendesk, NetSuite, Narvar, Darwin, conversational AI platforms, Tableau, Lovable, or comparable operational and analytics technologies is a plus.
• Experience leading change management in high-volume support environments, including process launches, workflow rollouts, or tooling transitions, is desirable.

Benefits

• Competitive salary and equity packages.
• US market-based compensation with ranges determined by geographic labor-market tier:
  • Region 1: $127,500–$150,000
  • Region 2: $114,750–$135,000
  • Region 3: $103,700–$122,000
• Final compensation is based on job-related skills, experience, qualifications, location, internal equity, and market conditions.
• Health, dental, and vision insurance.
• Mental health and wellness resources.
• An Oura Ring for employees, plus employee discounts for friends and family.
• 20 days of paid time off.
• 13 paid holidays.
• 8 days of flexible wellness time off.
• Paid sick leave and parental leave.
• Inclusive workplace committed to equal opportunity and diverse perspectives.
• Reasonable accommodations available throughout the interview and employment process.
• Important: Candidates residing in Alaska, Delaware, Iowa, Mississippi, Nebraska, South Dakota, West Virginia, or Wisconsin are not eligible for this position.

We appreciate your interest and wish you the best!