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Manager, Customer Support Operations in San Diego, CA



$150K - $200K*


Operations Management


8 - 10 years

Job Description

What you'll do:

Vendor Management

  • Responsible for vendor performance, SLA adherence, and ongoing evaluations to ensure SLA's are appropriate and driving the correct behaviors
  • Play a hands-on and visible role in each of the Customer Service and Technical Support vendor sites; collaborate with the Customer Support management team to assure standardization, communication, calibration and consistency of Quality, Training, Tools, and Operational metrics
  • Oversee Quality Assurance program and recommend improvements to ensure it addresses business needs.
  • Troubleshoot vendor issues and act as an escalation point as needed

Operations Management

  • Lead the day to day operations of 8-10 Technical Support Engineers (Level 3 Technical Support); provide ongoing employee development, coaching and training
  • Drive performance
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Valid through: 2020-4-9

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* Ladders Estimates