Senior Manager, Customer Operations

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Manager, Customer Operations based in the United States. In this senior leadership role, you will oversee regional Technical Customer Support teams, driving operational performance, service quality, and continuous improvement. You will lead and develop experienced technical support professionals while ensuring efficient case management, workload distribution, and customer issue resolution. Working in an enterprise SaaS environment, you will collaborate with cross-functional teams to address complex technical challenges and enhance the overall customer experience. You will use operational data, performance dashboards, and customer feedback to identify trends, manage risks, and implement measurable improvements. You will also play a key role in managing major customer escalations and translating strategic objectives into effective operational plans. This is an opportunity to shape scalable support operations, strengthen team performance, and contribute to a customer-focused culture within a dynamic, technology-driven environment.