Senior Manager, Customer Support
Mesa, Arizona, United States
USD 100K-150K (estimate) Senior-level Full Time
Tasks
- Build support talent pipeline
- Create and manage support budgets
- Create organizational dashboards
- Develop and negotiate SLAs
- Develop support strategies
- Drive adoption of AI automation and predictive analytics
- Establish and monitor KPIs
- Establish quality assurance frameworks
- Lead customer support teams
- Lead vendor relationships for support tools and training
- Manage crisis management for major incidents
- Manage organizational change management
- Partner with Engineering, Product, Sales, Customer Success
- Serve as executive escalation point
Perks/Benefits
- N/A
Skills/Tech-stack
Artificial Intelligence | Automation | Budget Management | Change Management | Crisis management | Customer Success | Customer support | Enterprise Software | Executive Communication | IT Service Management | IT service | KPI | Machine Learning | Predictive Analytics | Process Improvement | Quality Assurance | Relationship Management | SLA | Service Level | Service Level Agreement | Service Management
Education
Bachelor of Engineering | Bachelor of Science | MBA | Master of Science
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