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Senior Manager, Support Operations
Full-time
Company Overview
Age of Learning® is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning. The company’s research-based curriculum, developed by education experts, includes the award-winning programs ABCmouse.com ® Early Learning Academy and Adventure Academy™, as well as the adaptive, personalized school solutions, My Math Academy®, My Reading Academy®, and My Reading Academy Español. Having served over 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children. To learn more about Age of Learning, visit www.AgeofLearning.com .
Summary
The Senior Manager, Support Operations is responsible for leading the strategic development and continuous improvement of Age of Learning's customer support operations. This role oversees technical systems like Zendesk and AI tools, designs scalable workflows, drives cross-functional initiatives, and ensures support performance through data-driven decisions. The Senior Manager plays a key role in optimizing customer experience by implementing technology solutions and operational best practices across teams.
Responsibilities
Own and optimize CX platforms (Zendesk, Ada, etc.), ensuring performance, reliability, and alignment with operational needs
Design and improve support workflows, automation, and ticketing logic to increase efficiency and customer satisfaction
Lead strategic automation and AI initiatives, including chatbot development and CRM integrations
Partner with Engineering, Product, Legal, and Marketing to implement scalable, compliant CX solutions
Build and manage dashboards to report on key performance indicators and identify opportunities for improvement
Audit data regularly to maintain accuracy and inform process decisions
Lead vendor relationships and system implementation efforts
Support training and onboarding by documenting system processes and updates
Champion change management and best practices in support operations
Minimum Qualifications
5\+ years of Zendesk administration and CX systems experience
Strong knowledge of support automation tools (e.g., Ada, Ultimate, Zonka)
Proven track record of AI and chatbot implementation
Deep understanding of support KPIs and reporting (e.g., CSAT, FRT, ticket deflection)
Experience leading technical projects with cross\-functional stakeholders
Skilled in process optimization and systems thinking
Ability to translate technical concepts for non\-technical audiences
Strong communication, documentation, and change management skills
Total
The estimated
Age Of Learning Currently Provides
90% of employee health and welfare benefits premiums \& 65% of dependent benefits premiums
A 401(k) program with employer match
15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions
Security Advisory
At Age of Learning, we prioritize a safe recruitment process. Communication will come solely from official Age of Learning email addresses, @aofl.com, or our verified LinkedIn Recruiter accounts — be cautious of deviations. We will never request sensitive personal information during the early application stages. Interviews are conducted via phone, in person, or Zoom — never through messaging apps. Job offers are communicated verbally and followed by written documentation via Docusign. Any requests for personal information will occur through secure channels only.
An Equal Opportunity Employer
Age of Learning, Inc. (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender expression, age, physical or mental disability, medical condition, pregnancy, veteran or military status, marital status, sexual orientation, gender identity, domestic partner status, genetic information, or any other legally-recognized protected basis under federal, state, or local laws, regulations, or ordinances. Age of Learning, Inc. (the “Company”) will consider qualified applicants with criminal histories pursuant to EEOC requirements and state applicable laws, e.g. New York City Fair Chance Act.
Employee/Applicant Privacy Notice
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
