Support Operations Manager: Data-Driven Scheduling

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

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.