Position Summary

The Manager, Support Operations owns the operational engine behind the Menufy and HungerRush support teams: workforce planning, quality assurance, automation/AI, and training & knowledge management. This role leads a team of 4 functional leads and turns Support performance data into decisions the rest of the organization can act on.

Success in this role means building operational systems that allow Support leaders and agents to consistently deliver fast, high-quality customer experiences while continuously improving efficiency through data, automation, and process optimization.

What this Role Owns

Workforce Management

• Contact-volume forecasting, staffing models, capacity planning across both support centers

• Schedule adherence, shrinkage tracking, and coverage planning

Quality Assurance

• QA scoring frameworks, calibration, and the coaching feedback loop

• Quality trend reporting and corrective action planning

AI & Automation

• Deflection and containment performance (Voice AI, bots, agent-assist tools)

• Automation roadmap execution and vendor management

Training & Knowledge Management

• New-hire onboarding and training effectiveness

• Knowledge base content lifecycle and search/adoption health

Also Responsible For

• Executive-level reporting like dashboards and scorecards that translate operational data into business impact

• Cross-functional readiness: incident management, product launch prep, organizational change rollout

• Process standardization across POS and Menufy support

Leadership Responsibilities

• Manages and develops the 4 functional leads directly

• Operates as an enabling partner to frontline team leaders: supporting execution, not directing team strategy

• Escalates cross-functional blockers to Support leadership rather than setting strategic direction independently

Qualifications

Required

• 5+ years in contact center operations, including 2+ years in a WFM, QA, or CX operations leadership capacity

• Direct experience with forecasting/scheduling platforms (e.g., Assembled) and QA tooling

• Track record of owning a performance scorecard and presenting results to leadership

• Strong analytical skills, comfortable translating raw metrics into a clear operational narrative

Preferred

• Experience leading or heavily supporting an AI/automation deflection initiative

• Zendesk administration or configuration experience

• Background in restaurant technology, POS, or SaaS support environments

Key Performance Indicators

• Service level and staffing forecast accuracy

• QA score trend and calibration consistency

• AI deflection rate and containment quality

• New-hire time-to-proficiency

• On-time delivery of the weekly executive summary

Additional Details

This position is open to candidates who are authorized to work in the United States, without sponsorship, either now or in the future. At this time, and in the foreseeable future, HungerRush is not able to support assistance with additional visa sponsorship, regarding this specific position.

Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.