Support Operations Manager

Namely; Mountain View (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Cornerstone is seeking a results-focused operations professional to own workforce planning, data integrity, and reporting within Global Customer Support. You will oversee Salesforce + Level AI data flows, craft accurate dashboards, and push for clean, timely insights that empower frontline teams.

You bring 4+ years in support operations or WFM, strong Excel/BI and Salesforce reporting skills, and a PM mindset to coordinate parallel workstreams.

Qualifications

• 4+ years in support operations, WFM or business ops in a technical support org.
• Strong Excel/BI skills and Salesforce reporting; ability to automate tasks.
• Empathetic with numbers; translate data into fair processes.
• PM discipline across parallel workstreams.

Responsibilities

• Own the scoreboard pipeline: Salesforce + Level AI data feeds, daily trackers and ELT views.
• Run workforce and coverage planning: shift catalog, 100–130% coverage band, staffing math.
• Administer the modern stack operationally: Agentforce configuration, Level AI scorecards, iCSAT calibration.
• Track certification: ramp visibility, gates, and Enablement data.
• Drive instrumentation: close measurement gaps and automate dashboards.
• Support operating cadence: Pod Operations Reviews and closed-loop logs.

Skills

Support operations

Workforce management

Program management

Data-driven decision making

Tools

Excel/BI

Salesforce reporting

Automation tooling

Job description

ABOUT CORNERSTONE

Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time.

What You Will Own

• Own the scoreboard pipeline: Salesforce + Level AI data flowing into the daily trackers, the MBR pack, and the ELT views — accurate, on time, trusted.
• Run workforce and coverage planning: the shift catalog, the 100–130% coverage band, and the staffing math behind every pod’s schedule.
• Administer the modern stack operationally: Agentforce configuration, Level AI scorecards and iCSAT calibration, Customer 360 hygiene.
• Track certification: every agent’s ramp (30/45/90) visible, gates enforced fairly, Enablement fed with completion data.
• Drive instrumentation forward: close measurement gaps (AHT live Oct 1), build the Where’s-My-Stuff dashboard, automate the manual.
• Support the operating cadence: Pod Operations Reviews, Execution Review tracking, decision logs that stay closed-loop.

What You Bring

• 4+ years support operations, WFM, or business operations in a technical support org.
• Excel/BI craft and Salesforce reporting depth; automation instinct.
• Precision with empathy: your numbers grade people — you make them fair.
• Program management discipline across parallel workstreams.

GATES:

• report accuracy + timeliness
• instrumentation milestones
• coverage-plan adherence
• stakeholder trust scores

IN YOUR CORNER

• Connect Live
• Advocate
• Relentless
• Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.