About the role

Senior Support Operations Manager unifying Systems, WFM, Quality, and Training at Ashby, a company building hiring software. Driving operational rigor, efficiency, and customer self-service.

Responsibilities

Lead the Support Operations organization across Systems, Workforce Management, Quality, and Training
Manage and coordinate the four functions as a cohesive organization supporting Specialists and Support Engineers
Plan and implement operational policies, standards, and recurring practices
Identify and drive integration between functions, such as connecting Quality findings to Training content and WFM forecasts to Systems changes
Directly manage leaders and individual contributors across the four functions
Coach and develop functional leaders as they grow programs, hire teams, and establish operating standards
Review workflows, metrics, constraints, QA scores, forecasting reviews, and systems changes
Evaluate operational performance and efficiency using data
Champion efficiency gains alongside quality
Build visibility into tradeoffs across systems reliability, coverage, quality, and training investment
Advise Support Leadership on systems and processes as a strategic differentiator
Represent Support Operations in cross-functional conversations with Engineering, Product, and People Ops
Partner with Knowledge Management to develop self-service and in-app support experiences
Establish consistent processes and standards across the four functions during the first year
Formalize coordination between functions and drive measurable efficiency or quality improvements

Proven experience leading operational functions in a Support or Customer Experience organization
Depth in one or more disciplines and experience coordinating across multiple disciplines, such as systems, workforce management, quality, or training
Experience managing managers or leaders of distinct functions
Experience hiring and developing teams
Experience building clear ownership across multiple functions
Ability to stay close enough to the work to inspect quality, challenge assumptions, and coach effectively
Track record of building or scaling operational standards and processes across a growing organization
Strong ability to see how distinct functions interact and design clear ways for them to work together
Ability to use operational data to identify problems, make tradeoffs, and hold teams accountable to measurable outcomes
Comfort working in ambiguity where functions, processes, and standards are still being defined
Skilled at coaching leaders and specialists at different stages of maturity
Strong communication and facilitation skills
Ability to align stakeholders across Systems, WFM, Quality, Training, Knowledge Management, and Support Leadership
Genuine investment in developing people beyond managing outputs
Belief that Support is a strategic differentiator, not a cost center
Passion for efficiency and quality as complementary goals
Excitement about self-service and in-app support
Prior experience supporting a B2B SaaS product; application form states, 'If not, please do not apply'

10-year exercise window for stock options
Unlimited PTO with four weeks recommended per year
Twelve weeks of fully paid family leave in the US
$1,200 annual learning and professional-development budget
One-time $2,000 home-office setup budget
Company-provided laptop
Extended health benefits for you and your dependents, subject to availability with the Employer of Record
Annual company offsite, team offsites, local meetups, and virtual events
International employees receive statutory benefits and, where available, employer-paid supplemental health coverage