Senior Support Operations Manager

Responsibilities

• Lead the rhythm of business for
• Support leadership
• extract insights from data through real time monitoring across support performance, CSAT, channel mix, product gaps, customer health, etc and translate those insights into recommendations that inform strategy, headcount, and operational decisions
• Drive the strategy and build for 0 to 1 programs and other Key Initiatives
• proactively seek out opportunities to shape key initiatives, whether that's building something new or taking current programs like the Learning Academy and pushing them to the next level.
• Own the customer lifecycle intelligence layer
• partner with Product and Data to surface usage, lifecycle stage, and customer health signals to support agents at the point of contact, and define the playbooks and tooling that turn those signals into action
• Lead AI and automation strategy for
• advance PandaDoc's Claude, Intercom and Fin AI capabilities, identify and close tooling gaps, and drive adoption of new technologies that increase team productivity and improve the customer experience
• Own planning and forecasting

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