Support Operations Lead
Remote • San Francisco • FullTime
Posted 2mo ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
We are seeking a Support Operations Lead who combines operational leadership, systems thinking, vendor management, and hands-on execution. You will own service health, automation programs, and partner and vendor management. In addition to delivering high-quality service, you will identify opportunities to reduce manual work, experiment with tools, and help operationalize AI across support at scale. This role is not a traditional support operations lead role; we are looking for someone to help define the future of support, who thrives at the intersection of team/project management, systems building, data science/engineering, and with deep craft experience in the support operations space.
Responsibilities
- Lead and evolve organizational design for frontline operations across partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains.
- Lead multi-site partner management, including commercial ownership, capacity planning and workforce management, QBRs, and performance recovery.
- Own end-to-end service governance for partner and vendor teams, including automation rate, cost to serve, first-response time, productivity, and quality.
- Set standards for how work gets done at scale, replacing one-off fixes with reusable systems.
- Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.
Requirements
- 8+ years of experience leading support operations teams and a strong track record of coaching, driving accountability, and improving performance and automation adoption at scale.
- Comfortable managing a team while staying hands-on in solving ambiguous operational problems.
- Fluent in operational data and technical collaboration, able to define metrics, interpret dashboards, design experiments, and partner with engineering and data teams to turn ambiguous support problems into scalable systems.
- Think in systems, using process design, data, tooling, and automation to reduce manual work and create durable capacity.
- Can partner credibly with technical teams and translate support needs into clear requirements, owning problem definition, adoption, change management, and operational outcomes.
- Energized by building structure in a high-growth environment where the support model, tooling, and partner strategy are still evolving.
- Have scaled support operations through organizational design and tooling in a high-growth technology company without compromising quality.
Benefits
- Hybrid work model (3 days in office per week)
- Relocation assistance
- 1-2 weeks of travel per quarter may be required