Senior Support Operations Lead

What You Will Do:

Customer journey design and operational improvement

• Map and improve end-to-end member journeys across complex support experiences, especially warranty replacements, by identifying friction points across intake, eligibility, decisioning, fulfillment, returns, and follow-up communication.
• Translate operational pain points into clear future-state workflows, decision trees, requirements, and guardrails that improve consistency for both members and agents.
• Partner with stakeholders across Member Experience, Product, Engineering, Fraud, Finance, Logistics, and related teams to align on journey design priorities and ensure solutions work across systems and markets.

Root-cause analysis, analytics, and insight generation

• Lead root-cause analysis on recurring operational issues by pulling together signals across support tooling, transactional systems, logistics data, and reporting environments.
• Investigate failure patterns such as automation drop-off, process exceptions, queue health issues, RA/SO quality problems, and country- or channel-specific breakdowns, then convert findings into actionable recommendations.
• Define and monitor KPIs, dashboards, and experiment plans that measure impact on member effort, operational efficiency, quality, and risk.

Program and project management

• Own cross-functional improvement initiatives from problem definition through rollout, including scope, milestones, dependencies, risks, and stakeholder alignment.
• Help maintain and prioritize an improvement roadmap that balances quick wins with foundational investments in tooling, reporting, and process quality.
• Support launch readiness for new workflows, policy changes, and tooling updates by coordinating communications, documenting decisions, and monitoring post-launch performance.

Executive communication and stakeholder alignment

• Create executive-ready presentations, updates, and business cases that synthesize operational problems, supporting data, trade-offs, and recommended next steps.
• Communicate clearly with senior leadership, frontline teams, and cross-functional partners, adapting the level of detail to the audience while keeping decisions grounded in evidence.

Documentation, enablement, and change management

• Build concise SOPs, playbooks, training materials, and operational guidance that reflect how teams actually work and reduce over-reliance on tribal knowledge.
• Partner with QA, training, and operations teams to identify recurring errors, improve adoption of new workflows, and ensure process changes stick over time.

Requirements

We would love to have you on our team if you have:

• 8+ years experience in support operations, customer experience operations, process improvement, program management, or similar roles in a fast-moving environment.
• Demonstrated strength in customer journey design and the ability to translate complex operational challenges into scalable workflows, routing logic, and support processes.
• Strong root-cause analysis and analytical problem-solving skills, including comfort working across multiple data sources and using metrics to drive decisions.
• Strong project management and prioritization skills, with the ability to manage multiple workstreams, align stakeholders, and move initiatives from idea to execution.
• Excellent written and verbal communication skills, including the ability to prepare clear, executive-ready narratives and influence cross-functional partners.
• Experience writing and maintaining clear operational documentation, SOPs, or training materials that improve execution quality at scale.
• A collaborative working style and the ability to partner effectively across support, product, engineering, fraud, finance, logistics, and analytics teams.
• Comfort working with operational systems and tools such as CRM/case platforms, automation tooling, knowledge management, analytics/BI environments, and back-end order or logistics systems.

Nice to Have

• Experience working on warranty, replacements, returns, fraud, or other complex post-purchase support journeys.
• Familiarity with tools and systems such as Zendesk, NetSuite, Narvar, Darwin, conversational AI platforms, Tableau, Lovable, or similar operational and analytics tooling.
• Experience supporting change management in high-volume support environments, including launches, process rollouts, or tooling transitions.