Senior Support Operations Manager

About the role

PandaDoc is seeking a strategic partner to guide the Support Leadership Team through operational planning and data-driven decision making. You will own the systems and processes that define how our support organization functions, scales, and delivers value to customers.

Key facts

What you'll do

• Manage the rhythm of business by analyzing support performance, CSAT, and channel metrics to inform headcount and strategy.
• Develop and launch new programs from scratch, including improving existing initiatives like the Learning Academy.
• Integrate customer lifecycle data from Product and Data teams into support workflows to provide agents with actionable health signals.
• Direct the AI and automation strategy, specifically focusing on Claude, Intercom, and Fin AI capabilities.
• Oversee annual planning, capacity forecasting, budgeting, and quarterly business reviews.
• Create unified performance dashboards to assist frontline managers with coaching and reporting.
• Represent the Support organization in cross-functional company initiatives and OKR planning.

Requirements

• 5+ years of experience in an operational role within a customer-facing department such as Support or Customer Experience.
• Proven track record of implementing process redesigns and AI integrations using tools like Claude, ChatGPT, or Gemini.
• Ability to translate complex data into clear business recommendations and actionable plans.
• Experience managing budgets, conducting financial forecasting, and explaining variance.
• Capability to drive initiatives from initial concept to full execution.
• Experience influencing executive-level stakeholders to achieve alignment.

Skills & tools

• Support platforms: Intercom or Zendesk
• Customer success tools: Gainsight or Planhat
• CRM and project management: Salesforce, Jira, or CWM software
• Data analysis and capacity modeling

Practical notes

• Benefits include 20+ PTO days, 401K, FSA plans, health and commuter benefits, and company-paid life and disability insurance.
• Application deadline: 08/30/26.
• PandaDoc is an Equal Opportunity Employer.