Support the transformation of Global Support toward an AI-enabled operating model, including execution of the Tier 1 Support redesign.
Implement Support AI initiatives such as automation, self-service, and AI-assisted agent workflows.
Build and maintain technical expertise in RMS, Commerce, and Engage; coach team members to strengthen their technical capabilities.
Lead, mentor, and develop Tier 1 Senior Support team members and Tier 1 Supervisor, focusing on performance, growth, and engagement.
Partner with Product and Engineering to stay aligned on roadmap changes and technical impacts to Support operations.
Support hiring, onboarding, and enablement programs with a strong focus on technical readiness.
Track and report operational metrics, trends, and insights to inform continuous improvement.
Drive scalable processes that improve efficiency while maintaining a high-quality merchant experience.
Support change management efforts and help teams adapt to new tools, processes, and workflows.

Experience supporting operational transformation in a technical Support or Customer Experience organization.
Experience implementing automation, AI tools, or process improvements at scale.
Strong technical aptitude with the ability to learn complex platforms and coach others.
Proven people manager with experience leading teams (experience leading managers is a plus).
Comfortable collaborating with Product and Engineering on technical topics.
Data-driven, organized, and focused on continuous improvement.
Excellent written and verbal communication skills.

Technical Support Operations Manager

Key skills