Operations Manager

Aspire Software

. Manage and coach Support and Professional Services teams; set goals, monitor performance, and foster accountability and continuous improvement .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer support and professional services teams, focusing on continuous improvement and high-quality customer experiences. Proficient in leveraging AI and automation to enhance service delivery and streamline operations.

Highest-signal resume keywords

Customer Support ManagementAI-Assisted AutomationTeam LeadershipData-Driven Decision MakingProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OperationsService DeliveryOnboarding ManagementProcess ImprovementMetrics Analysis

Soft Skills

CommunicationLeadershipProblem-Solving

Tools & Technologies

TeamSupportSalesforceJiraPower BI

Certifications & Qualifications

PMP Certification

Industry Keywords

SaaSCustomer Experience StrategyCustomer Journey MappingAgile Methodologies

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Manage and coach Support and Professional Services teams; set goals, monitor performance, and foster accountability and continuous improvement
Ensure a consistent, high-quality customer experience across support and services touchpoints
Design and refine workflows for ticket handling, triage, escalation processes, and SLAs; identify and remove bottlenecks
Own KPIs and implement initiatives to meet or exceed targets
Collaborate with Product, Engineering, Sales, and Account teams to resolve customer issues, advocate for customer needs, and streamline handoffs
Help manage TeamSupport, Jira, and other support and service platforms; recommend improvements or automations
Identify customer issue trends to proactively improve product and service offerings
Champion AI and automation in service delivery, including AI-assisted triage, ticket summarization, knowledge-base content, and self-service deflection
Pilot, measure, and scale AI capabilities; build team fluency and establish guardrails for responsible, accurate, and secure AI use
Own customer onboarding and implementation end to end, using AI to accelerate time-to-value through tailored plans, automated checks, and scalable training content
Use AI-assisted playbooks, searchable knowledge, and on-demand answers to accelerate onboarding and enablement for Support and Services hires

Requirements

What you’ll need

3+ years of experience in customer support, professional services, or customer operations, preferably in a SaaS or technology company
1–2 years of experience managing people or leading teams
Strong understanding of customer service best practices and post-sales service delivery
Proven experience driving improvements in customer operations
Excellent communication, leadership, and problem-solving skills
Proficiency with tools such as TeamSupport, Salesforce, Jira, and Power BI
A data-driven mindset, with the ability to analyze metrics and act on insights
Hands-on experience deploying AI or automation, such as AI-assisted triage, chatbots, automated quality assurance, intelligent knowledge management, onboarding programs, or training content
Experience owning customer onboarding or implementation, with a focus on shortening time-to-value
Experience scaling support or services operations
Experience building or leading a global or distributed team
A project management background, such as PMP certification or experience with Agile methodologies
Exposure to customer journey mapping or customer experience strategy