Sr. Support Operations Manager

HELLO! I'm Allie, Head of Support at Ashby. 👋 Support at Ashby is a strategic differentiator. As we've scaled, we've built out dedicated functions to support it: a Systems Engineer keeping our tooling running, a Workforce Management practice ensuring we have the right coverage at the right times, a Quality program that keeps every interaction excellent, and a Training function that gets new hires up to speed fast. Each of these functions is strong on its own. What we're missing is someone to bring them together. That's why we're hiring our first Senior Support Operations Manager to lead the Support Operations organization: Systems, Workforce Management, Quality, and Training. You'll report directly to me. This role isn't about running any one of these functions day to day. It's about setting the systems, processes, and standards that let them work together, coaching and developing the leaders who own them, and ensuring the systems and processes behind Support match the customer experience we want to deliver. You won't own the hands-on systems administration, forecasting, quality evaluations, or training delivery, but you'll be expected to understand that work well enough to ask sharp questions, spot patterns across functions, and have real problem-solving conversations with the leads who own it day to day. You'll also be a key partner to our Knowledge Management team, helping turn what we know into self-service and in-app experiences that reduce the need for a ticket in the first place. If you love building operational rigor while creating an environment where team members are eager to grow, staying close enough to the work to coach from firsthand understanding, and treating efficiency and quality as two sides of the same coin, this might be the role for you. Our team will be at our company offsite from October 5-9. Applications will remain open during that time, and we’ll begin reviewing them the week of October 12. ABOUT THE ROLE As the Senior Support Operations Manager, you'll own the strategy, standards, and coordination across Ashby's Support Operations functions. You'll manage through the leaders who own each function's day-to-day execution, but you'll stay close to the work by regularly reviewing QA scores, joining forecasting reviews, and understanding systems changes well enough that your coaching is specific, not just directional. Because this is a new layer of leadership and Support Operations is still being established, you'll have the authority to define how these functions coordinate, where they should be more tightly integrated, and where efficiency gains can free up capacity for higher-impact work. In your first year, you'll establish consistent processes and standards across the four functions, formalize how the functions work together, and help drive measurable improvements in efficiency or quality. WHAT YOU’LL OWN: Integrating Systems, WFM, Quality, and Training - Manage and coordinate Support Operations' four functions: Systems, Workforce Management, Quality, and Training, ensuring they operate as a cohesive organization supporting our Specialists and Support Engineers. - Plan and implement operational policies, standards, and recurring practices that bring consistency across functions while respecting what makes each one distinct. - Identify where functions should work more closely together (e.g., how Quality findings inform Training content, or how WFM forecasts should account for Systems changes) and drive that integration. Managing and Developing the Leaders of Each Function - Directly manage the leaders and individual contributors across Systems, Workforce Management, Quality, and Training, including several who are new to their roles and still establishing their own operating standards. - Coach and develop the leaders of each function as they grow their programs, hire their teams, and establish operating standards, grounding that coaching in specific, detailed feedback. Driving Performance and Efficiency Across Functions - Stay close to each function's day-to-day workflows, metrics, and constraints so you can spot patterns and ensure excellence in delivery. - Evaluate operational performance and efficiency across all four functions, using data to identify where the organization is succeeding and where opportunity remains. - Champion efficiency gains as a core goal alongside quality, not in tension with it. - Build the visibility leaders need to understand tradeoffs across systems reliability, coverage, quality, and training investment. Representing Support Operations Cross-Functionally - Act as a thought partner to Support Leadership on how strong systems and processes help Support be a strategic differentiator for Ashby. - Represent Support Operations in cross-functional conversations with Engineering, Product, and People Ops. - Help redefine what an exceptional customer experience looks like as the underlying team and tooling continue to scale. WHAT THIS ROLE REQUIRES: Operational Leadership Experience - Proven experience leading operational functions in a Support or Customer Experience organization, with depth in one or more disciplines and experience coordinating across multiple disciplines (e.g., systems, workforce management, quality, or training). - Experience managing managers or leaders of distinct functions, hiring and developing teams, and building clear ownership across multiple functions. - You stay close enough to the work to inspect quality, challenge assumptions, and coach effectively, without needing to be the primary operator for each function. - Track record of building or scaling operational standards and processes across a growing organization. Systems Thinking and Cross-Functional Coordination - Strong ability to see how distinct functions interact and to design clear ways for them to work together. - You use operational data to identify problems, make tradeoffs, and hold teams accountable to measurable outc