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about 1 month ago
Requirements and responsibilities
We are seeking a hands-on Manager of Support Operations to establish and evolve the operational foundation for a highly technical, engineer-led support organization.This role will focus on bringing clarity and structure to complex support workflows, building reliable reporting and metrics, and improving how support insights inform product and engineering decisions. While this role includes strategic ownership of the support operations roadmap, success will come from the ability to operate close to the work, understanding how issues are solved and designing systems that support that reality.Unlike high-volume support environments, our team handles complex, domain-specific issues that require deep expertise. The ideal candidate is comfortable operating in environments where problems are nuanced, workflows are not fully standardized, and improvements require thoughtful design rather than heavy-handed automation.We are also beginning to introduce AI-enabled capabilities such as knowledge generation and intelligent intake to support both customers and engineers. This role will help ensure these tools are implemented thoughtfully enhancing, not oversimplifying, complex support workflows.This role will partner closely with Support, Product, Engineering, Customer Success, and IT to improve visibility, consistency, and effectiveness across the support experience.Key ResponsibilitiesStrategy & PlanningDefine and evolve a practical, forward-looking support operations roadmap aligned to company priorities and customer experience goalsEstablish lightweight but effective operating cadences (weekly reviews, performance tracking, issue escalation visibility)Balance short-term stabilization needs with longer-term improvements in systems, data, and processesSystems & Tools (Service Cloud)Own the structure and ongoing optimization of Salesforce Service Cloud as the core support platformPartner in the implementation and refinement of AI-supported tools (e.g., knowledge generation, chat-based intake) to improve information capture and accessibility without compromising the quality of complex support interactionsDesign and refine case lifecycle, fields, taxonomy, and routing logic to reflect real product issues and support workflowsEnsure the system remains simple, usable, and adaptable, avoiding unnecessary complexityPartner with internal teams and external partners to maintain data integrity and system reliabilitySupport Workflow & StructurePartner closely with support engineers to understand how complex issues are diagnosed and resolved in practiceImprove case intake, categorization, and routing to better align with product areas and team expertiseIdentify inconsistencies in how work is performed and introduce structure where it adds clarity and valueMetrics & AnalyticsDefine and implement a core set of support metrics that reflect both operational health and customer impactBuild reporting that provides visibility into support demand, trends, backlog, and recurring product or customer pain pointsTranslate support activity into actionable insights for Product and EngineeringEnablement & Process ImprovementDevelop clear, practical documentation and playbooks that support consistent execution without over-constraining expert teamsExplore opportunities to leverage AI to better capture, structure, and surface knowledge from complex support casesIdentify opportunities to reduce friction in workflows while respecting the complexity of the workIntroduce improvements incrementally, with a focus on adoption and real impactCross-Functional CollaborationAct as a bridge between Support, Product, and Engineering to ensure support insights are visible and actionableHelp establish feedback loops that connect customer issues to product improvementsPartner with leadership on prioritization of operational and product-related improvementsLeadership & Team DevelopmentStand up and scale the Support Operations function, building foundational processes and capabilities to support long-term growthProvide clarity, prioritization, and direction in an evolving environmentOperate as the primary owner of support operations, influencing without authority across experienced teamsBuild, develop, and lead a high-performing team, setting clear expectations, coaching for growth, and fostering a culture of accountability, continuous improvement, and strong business partnershipPartner closely with Support leadership to align team priorities, capacity, and outcomes to business needsDrive cross-functional collaboration by enabling teams with tools, insights, and scalable processesQualifications8–10 years of experience in Support Operations, Technical Support, or related roles in a B2B or complex product environmentExperience building, leading, and developing high-performing teams, including hiring, coaching, and driving ongoing capability developmentExperience working closely with technical support or support engineering teamsDemonstrated ability to align team priorities, roles, and capacity to evolving business needs, driving clarity and executionDemonstrated ability to build structure, reporting, and processes in environments with incomplete or evolving dataInterest in applying emerging technologies (including AI) to improve support workflows and knowledge managementHands-on experience with Salesforce Service Cloud (configuration, workflows, reporting)Experience with either Forethought or Agentforce.Strong analytical skills with the ability to translate ambiguous data into clear insights and recommendationsAbility to operate both strategically and tacticallySome Travel may be required for company meetings and industry events.What Success Looks LikeClear, trusted visibility into support demand and performanceImproved alignment between support work and product/engineering prioritiesMore consistent and structured support workflows without reducing effectivenessA support system that is understandable, maintainable, and adaptable over timeInnovative use of modern tools to increase team capacity and improve the customer experience.At Model N, your well-being and growth matter. That’s why we offer a robust total rewards package designed to help you thrive personally and professionally. Our benefits include:Unlimited PTO for salaried employees – because flexibility fuels successComprehensive medical, dental, and vision coverageHealth Savings & Flexible Spending Accounts401(k) with company match to invest in your futureVolunteer Time Off (VTO) to give back to causes you care aboutLife and pet insurance for peace of mindEmployee Assistance & Mental Health ProgramsCharitable giving opportunitiesProfessional coaching and career development…and much more.At Model N we offer fair, equitable and competitive salary ranges for all positions. Compensation varies depending on factors that may include a candidate’s relevant experience, education and/or certifications, location, training, and other skills.The base salary for this position will be $145,000 - $195,000. If your salary expectations are outside of this range, feel free to apply and discuss your expectations with our recruiters. We are constantly opening up new positions and you might match another opening at a different level.About Model N Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-added services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world’s leading companies across more than 120 countries. For more information, visit www.modeln.com.Equal Opportunity Statement Model N values diversity at our company and is proud to be an equal opportunity employer. Model N considers qualified applicants without regard to race, ethnicity, religion, creed, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Please reference https://www.eeoc.gov/employers/eeo-law-poster for more information.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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