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Customer Support Operations Manager
Full-time
Podium is hiring a Customer Support Operations Manager to lead operations for the Customer Support organization, with a strong emphasis on metrics, workforce management, and AI-powered support systems. This role sits at the intersection of strategy and execution. You will own how Support operates day to day and how it evolves over time—through better systems, refined staffing models, and integrating AI into core support workflows.
What You Will Be Doing
Support Operations & Strategy
Own the operational health of customer Support, with accountability for key metrics (SLA, CSAT, FCR, handle time, cost-to-serve).
Leverage SQL to run ad-hoc analysis and create reporting and dashboards to track all aspects of customer support.
Partner with Support leadership to identify performance gaps and design scalable solutions.
AI, Automation & Innovation
Act as the operational owner for AI-powered Support initiatives, including building, deploying, and managing AI Agents.
Be highly curious about emerging AI models and tools, testing and applying them to real Support workflows.
Partner with Product, Data Science, and Engineering to design agent behavior, escalation logic, guardrails, and success metrics.
Measure and improve AI performance (containment, deflection, quality, CSAT impact).
Workforce Management
Lead the Workforce Management function, including forecasting, capacity planning, staffing models, and scheduling strategy.
Balance service levels, cost efficiency, and employee experience in workforce decisions.
Requirements
5–8 years of experience in CX Operations, Support Operations, Consulting, or similar roles.
Prior people leadership experience.
Comfort building, testing, and managing AI-enabled workflows—not just consuming vendor solutions.
Strong analytical mindset with the ability to translate data into clear actions.
Familiarity with contact center platforms; Zoom Contact Center experience strongly preferred.
