Senior Support Operations Lead

📋 Description

• Shape and improve complex customer support journeys in a tech-enabled ecosystem.
• Turn high-friction operational challenges into scalable workflows and processes.
• Initial focus on warranty replacements across intake, eligibility, fulfillment, returns, and
• Collaborate across Support, Product, Engineering, Fraud, Finance, Logistics, and Analytics.
• Develop executive-ready recommendations and operational docs to enable consistent execution.
• Drive measurable improvements using journey design, analytics, and program mgmt.

🎯 Requirements

• 8+ years in support operations, CX operations, process improvement, or PM in fast-paced
• Expertise in customer journey design and scalable workflows/routing logic.
• Strong analytical and root-cause problem-solving across multiple data sources.
• Proven PM and prioritization capabilities across multiple workstreams.
• Excellent written/verbal communication for executive stakeholders.
• Experience developing SOPs, playbooks, and training materials for scale.

🎁 Benefits

• Competitive salary and equity packages.
• US market-based compensation with geographic ranges.
• Health, dental, and vision insurance.
• Mental health resources and wellness programs.
• Oura Ring for employees and discounts for family/friends.
• Paid time off and holidays; wellness time off.