Support Operations Manager

Swooped; United States; On-site; USD 120,000 - 170,000; Full time

Job summary

Swooped is seeking a Customer Experience Support Operations Manager to lead end-to-end delivery of initiatives enhancing the customer support journey. You will work across operations, product, and support to identify pain points and drive scalable improvements.

The role requires 6+ years in program management or service delivery, with strong analytical and stakeholder management skills. Experience with Zendesk and Salesforce Service Cloud is a plus in a fast-moving environment.

Qualifications

• 6+ years of experience in program management, business analysis, or service delivery.
• Experience in a customer support or CX function.
• Proven track record leading cross-functional projects end to end.
• Strong analytical and problem-solving skills; data-driven decisions.
• Excellent communication and stakeholder management skills.
• Experience with support platforms (Zendesk, Salesforce Service Cloud) and routing logic is a plus.

Responsibilities

• Own and drive the delivery of high-impact support experience initiatives—from problem definition through to implementation and measurement.
• Collaborate with support operations and engineering, and design to scope solutions and align on delivery timelines.
• Manage project timelines, risks, and communications for support experience improvements.
• Develop business requirements and use cases based on customer feedback, agent insights, and data analysis.
• Continuously evaluate and optimize existing customer support flows and tooling.
• Track the impact of delivered initiatives on key customer experience metrics.
• Advocate for the voice of the customer in internal decision-making.

Skills

Program management

Business analysis

Customer support

Cross-functional collaboration

Data-driven decisions

Stakeholder management

Education

Bachelor's degree

Tools

Zendesk

Salesforce Service Cloud

SQL

Job description

We’re looking for a Customer Experience Support Operations Manager to join our Customer Experience organization. In this role, you will lead the end-to-end delivery of projects that enhance the support journey for our customers. You’ll work cross-functionally to identify pain points, prioritize initiatives, and implement improvements to create a seamless, efficient, and scalable support experience.

This role sits at the intersection of operations, product, and support, and is ideal for someone who can combine systems thinking with execution.

Responsibilities

• Own and drive the delivery of high-impact support experience initiatives—from problem definition through to implementation and measurement.
• Collaborate with support operations and engineering, and design to scope solutions and align on delivery timelines.
• Manage project timelines, risks, and communications for support experience improvements.
• Develop business requirements and use cases based on customer feedback, agent insights, and data analysis.
• Continuously evaluate and optimize existing customer support flows and tooling.
• Track the impact of delivered initiatives on key customer experience metrics.
• Advocate for the voice of the customer in internal decision-making.

Requirements

• 6+ years of experience in program management, business analysis, or service delivery.
• Experience working within a customer support or CX function.
• Demonstrated experience leading cross-functional projects end to end.
• Strong analytical and problem-solving skills; ability to use data to inform decisions.
• Excellent communication and stakeholder management skills.
• Experience with support platforms (e.g. Zendesk, Salesforce Service Cloud) and routing logic is a plus.
• Comfortable operating in ambiguity and driving clarity in fast-moving environments.

Preferred Qualifications

• You hold a degree with a focus in business, technical, IT, product.
• You have 6+ years of relevant professional experience, ideally within a B2B, SaaS, or service environment, working closely with customer-facing and/or product teams.
• You have project management experience leading large cross functional projects.
• You have prior experience in a customer-facing role.
• You are self-driven, team player, effective, and possess strong problem-solving skills.
• You communicate clearly and concisely, with the ability to translate technical concepts for non-technical audiences and distill key information into succinct updates.
• You have demonstrated analysis skills, using tools like SQL, spreadsheets, or similar.