Sr. Manager, Enterprise Support Operations

Job Description

We are looking for a Sr. Manager, Enterprise Support Operations to lead our Enterprise Support team. You will oversee day-to-day support operations, with a heavy operational focus on building and scaling a best‑in‑class enterprise support model. You will own how we deliver high‑quality, reliable support at scale for our enterprise customers and partners, ensure we consistently meet and exceed SLAs, and create the operational foundation required for sustainable, global growth. You will be responsible for designing, implementing, and optimizing the operational strategies, processes, and systems that underpin our enterprise support experience— including internal MX teams, BPO partners, and cross‑functional stakeholders across Sales, Customer Success, Revenue Operations, and Product.

What you will do:

• Develop and execute a scalable enterprise support operating model that supports rapid growth across our Commercial and Retail business in the US and internationally
• Define and maintain enterprise support policies, workflows, and playbooks for enterprise-specific activities, and establish SLAs and operational KPIs that measure performance across internal teams and BPO partners
• Build, mentor, and lead a high-performing team and foster a culture of continuous improvement, accountability, and learning
• Serve as a primary operational point of contact for BPO partners supporting the enterprise business, driving alignment on processes, quality standards, escalation paths, and performance expectations
• Collaborate with partner and internal Member Experience (MX) teams to identify, design and lead BPO enablement programs, including training, certifications, knowledge management, QA frameworks, performance reviews, and calibration sessions, to ensure partners can confidently support complex enterprise scenarios
• Anticipate and plan for support demand tied to partnership launches, product launches, expansions, and other volume-driving events, and partner with Workforce Management on capacity, staffing plans, and cost-to-serve metrics for enterprise support
• Partner closely with Sales, Customer Success, RevOps, Finance, Product, Legal, and Security to ensure support strategy aligns with commercial goals, contractual customer commitments, and internal guardrails
• Lead initiatives to optimize and scale enterprise support workflows, tools, and systems, including CRM, support platforms, WFM, reporting, and analytics
• Define dashboards and reporting packages that provide visibility into support health, including SLAs, partner performance, backlog, escalations, launch readiness, and cost to serve, and use data to identify friction and prioritize improvement roadmaps
• Partner with Product, Engineering, BI/Data Analytics, IT, and Support Engineering to implement automation, AI-assisted workflows, and self-service capabilities that reduce manual effort while preserving a high-touch experience where it matters
• Act as an operational voice of the customer for enterprise segments, using data and feedback to advocate for experience improvements, product enhancements, and policy changes