Senior Technical Support Operations Manager

Role Overview

• Lead Strategic Roadmap Planning: Partner with the Technical Support senior leadership team to drive the development of quarterly roadmaps and prioritization planning for the technical support organization.
• Optimize Support Delivery Process: Own the technical lifecycle of the global support stack, including oversight of Workforce Management and Quality Assurance tools. You will lead the design of scoring rubrics and staffing logic to maintain service level targets across global time zones.
• Drive Demand and Capacity Planning: Build the support capacity models used for long-term headcount planning. You will use historical volume data and growth projections to predict future support demand and determine the optimal staffing requirements to meet business needs.
• Manage Routing and Tiering Logic: Manage the technical rules, definitions, and workflows that dictate how cases are segmented and routed. You will ensure that technical issues reach the correct internal tiers immediately to minimize resolution time and customer effort.
• Operationalize Support-to-Success Handoffs: Design and manage the workflows that pass account risks, expansion opportunities or training gaps identified in support tickets to the appropriate Sales or Customer Success teams. You will ensure these handoffs are automated and trackable.
• Automate Premium Entitlements: Manage the technical integration of appointment scheduling systems for premium offerings. You will define the logic that verifies a customer’s entitlement in Salesforce before allowing access to specialized support sessions.
• Establish Product Feedback Loops: Partner with Product and Engineering to formalize the process for surfacing the voice of the customer sentiment, technical friction points and common product issues. You will provide the data-driven insights needed to influence the product roadmap and reduce support volume at the source.

Requirements

• 7+ years of experience in Technical Support Operations, Revenue Operations, or Business Operations in a SaaS environment.
• Systems Expertise: Proficiency with Salesforce Service Cloud and integrated operational tools such as WFM and QA platforms.
• Analytical Proficiency: Strong capability in capacity modeling and volume forecasting, with the ability to translate data into actionable staffing plans.
• Operational Discipline: A track record of formalizing messy processes into documented, repeatable workflows that scale globally.
• Collaboration Skills: Experience partnering with Support VPs and Directors to build systems that meet aggressive service level targets without increasing operational friction.

Tech Stack

• Cloud

Benefits

• Medical/vision and dental coverage options for full-time employees
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Sick Time Off
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)