Senior Manager - Support Operations
Job description
About the role
You will own the end-to-end performance and strategic direction of the Functional Support Consultant team, ensuring that support operations align with and reinforce the broader business objectives of HighRadius. This role requires you to architect and implement support frameworks that enable scalable, high-quality service delivery while maintaining a relentless focus on customer delight. You will translate complex client needs into actionable support strategies, driving initiatives that enhance both team capability and customer outcomes. A core part of your ownership involves building a resilient, high-performing team that embodies the values and standards of HighRadius as the ultimate ambassador of the brand. You will leverage data and qualitative insights to identify trends, remove operational blockers, and foster a culture of continuous learning and improvement within the support function. Your decisions will directly influence the reliability and quality of the SaaS product experience for clients across the globe. You will act as a critical thought partner to cross-functional stakeholders, ensuring that support intelligence shapes product evolution and company priorities.
Key facts
What you'll do
Lead and architect the operational strategy for the Functional Support Consultant team, defining roles, workflows, and processes that maximize efficiency and customer satisfaction.
Monitor and analyze support performance metrics in depth, identifying root causes of variances against SLAs and spearheading corrective action plans to drive measurable improvements.
Design and implement robust coaching and capability-building programs that elevate the skillsets of consultants and ensure consistent delivery of high-quality support.
Own the escalation management process, acting as the decisive voice for critical issues and guiding complex situations toward swift and satisfactory resolutions.
Champion the voice of the customer by synthesizing feedback from support interactions and translating it into actionable insights for product and strategy teams.
Collaborate closely with cross-functional stakeholders to ensure alignment between support operations, product development, and overall business goals.
Dynamically manage ticket queues and resource allocation, optimizing team workload distribution to maintain service levels during peak demand periods.
Establish and maintain best-in-class operational practices, leveraging technology and tools such as case management, knowledge bases, and defect management systems.
Drive the implementation of process improvements that reduce resolution time, enhance first-contact resolution, and strengthen customer trust.
Foster a collaborative, people-first team culture that promotes psychological safety, accountability, and continuous professional growth among consultants.
Develop and execute performance management frameworks that provide clear visibility into individual and team progress against key support KPIs.
Act as the primary point of contact for escalated client issues, ensuring timely communication and transparency throughout the resolution lifecycle.
Identify opportunities for automation and efficiency gains, enabling the team to scale support capacity without compromising service quality.
Maintain a solutions-oriented mindset, consistently exploring workarounds and alternative paths to overcome obstacles and keep customers moving forward.
Champion data-driven decision making, using insights from support interactions to inform strategic priorities and long-term operational planning.
Requirements
Demonstrate proven experience in a Support Manager or equivalent leadership role, with a strong track record of managing high-performing support teams.
Bring specific experience managing support operations for clients located in both the United Kingdom and the United States, understanding the distinct expectations and compliance considerations.
Showcase deep knowledge of support key performance indicators, including but not limited to response times, resolution times, customer satisfaction, and first-contact resolution rates.
Exhibit exceptional communication skills, particularly in managing sensitive escalations and resolving conflicts with a calm, collaborative, and professional approach.
Possess a technology-centric background, with familiarity in application troubleshooting practices and support tools such as case management systems, knowledge bases, and defect management platforms.
Hold strong logical, analytical, and problem-solving abilities, with a demonstrated capacity to manage and resolve complex customer issues under pressure.
Have a proven history of driving operational excellence and process discipline within a fast-paced, SaaS-based support environment.
Display strong ownership and accountability, with the ability to lead initiatives end-to-end and take responsibility for team performance and outcomes.
Nice to have
Experience working in a pre-IPO growth-stage SaaS organization, understanding the unique dynamics and priorities of scaling product companies.
Background in industries with high regulatory or compliance sensitivity, which can add additional value when managing UK and US client expectations.
Practical notes
This role is based in Hyderabad, Telangana, India, and requires relocation or local availability for the specified location.
Candidates must be eligible to work in India without sponsorship requirements for this position.
Standard employment terms and conditions apply, including adherence to company policies and working hours as defined by HighRadius.
No specific visa information is provided in the source, implying that local candidates or those already authorized to work in India are strongly preferred.
The engagement type is listed as "See source," requiring interested candidates to review the original job posting for complete details on contract type, duration, and employment classification.
No explicit compensation details are included in the source, so pay information must be obtained directly from HighRadius or the recruiter during the application process.
The role demands a high level of autonomy, ownership, and strategic thinking, given the responsibility for driving support operations in a global SaaS context.
Success in this role will be measured by the team's ability to deliver consistent, delightful customer experiences while achieving and exceeding defined support performance objectives.