Oversee 1:1 support operations (phone, email, chat) performance against targets (e.g., customer satisfaction, resolution rate, service level, etc.).

Coordinate response to escalations and provide guidance on bug creation, user communication and leadership updates.

Lead projects to change aspects of 1:1 operations, while coordinating with cross-functional stakeholders, including vendor teams.

Manage and provide updates required for volume forecasting processes to enable efficient staffing and service level performance.

Collaborate with internal stakeholders to define and prioritize tools and product features required to improve internal processes and user experiences.

Bachelor’s degree or equivalent practical experience.

5 years of experience in a technical project management or a customer-facing role.