Note: The job is a remote job and is open to candidates in USA. Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. They are seeking a hands-on Manager of Support Operations to establish and evolve the operational foundation for a highly technical, engineer-led support organization, focusing on improving support workflows and integrating AI-enabled capabilities. This role will involve strategic ownership of the support operations roadmap and collaboration with various teams to enhance the support experience.
Responsibilities
- Define and evolve a practical, forward-looking support operations roadmap aligned to company priorities and customer experience goals
- Establish lightweight but effective operating cadences (weekly reviews, performance tracking, issue escalation visibility)
- Balance short-term stabilization needs with longer-term improvements in systems, data, and processes
- Own the structure and ongoing optimization of Salesforce Service Cloud as the core support platform
- Partner in the implementation and refinement of AI-supported tools (e.g., knowledge generation, chat-based intake) to improve information capture and accessibility without compromising the quality of complex support interactions
- Design and refine case lifecycle, fields, taxonomy, and routing logic to reflect real product issues and support workflows
- Ensure the system remains simple, usable, and adaptable, avoiding unnecessary complexity
- Partner with internal teams and external partners to maintain data integrity and system reliability
- Partner closely with support engineers to understand how complex issues are diagnosed and resolved in practice
- Improve case intake, categorization, and routing to better align with product areas and team expertise
- Identify inconsistencies in how work is performed and introduce structure where it adds clarity and value
- Define and implement a core set of support metrics that reflect both operational health and customer impact
- Build reporting that provides visibility into support demand, trends, backlog, and recurring product or customer pain points
- Translate support activity into actionable insights for Product and Engineering
- Develop clear, practical documentation and playbooks that support consistent execution without over-constraining expert teams
- Explore opportunities to leverage AI to better capture, structure, and surface knowledge from complex support cases
- Identify opportunities to reduce friction in workflows while respecting the complexity of the work
- Introduce improvements incrementally, with a focus on adoption and real impact
- Act as a bridge between Support, Product, and Engineering to ensure support insights are visible and actionable
- Help establish feedback loops that connect customer issues to product improvements
- Partner with leadership on prioritization of operational and product-related improvements
- Stand up and scale the Support Operations function, building foundational processes and capabilities to support long-term growth
- Provide clarity, prioritization, and direction in an evolving environment
- Operate as the primary owner of support operations, influencing without authority across experienced teams
- Build, develop, and lead a high-performing team, setting clear expectations, coaching for growth, and fostering a culture of accountability, continuous improvement, and strong business partnership
- Partner closely with Support leadership to align team priorities, capacity, and outcomes to business needs
- Drive cross-functional collaboration by enabling teams with tools, insights, and scalable processes
Skills
- 8–10 years of experience in Support Operations, Technical Support, or related roles in a B2B or complex product environment
- Experience building, leading, and developing high-performing teams, including hiring, coaching, and driving ongoing capability development
- Experience working closely with technical support or support engineering teams
- Demonstrated ability to align team priorities, roles, and capacity to evolving business needs, driving clarity and execution
- Demonstrated ability to build structure, reporting, and processes in environments with incomplete or evolving data
- Interest in applying emerging technologies (including AI) to improve support workflows and knowledge management
- Hands-on experience with Salesforce Service Cloud (configuration, workflows, reporting)
- Experience with either Forethought or Agentforce
- Strong analytical skills with the ability to translate ambiguous data into clear insights and recommendations
- Ability to operate both strategically and tactically
- Some Travel may be required for company meetings and industry events
Benefits
- Unlimited PTO for salaried employees – because flexibility fuels success
- Comprehensive medical, dental, and vision coverage
- Health Savings & Flexible Spending Accounts
- 401(k) with company match to invest in your future
- Volunteer Time Off (VTO) to give back to causes you care about
- Life and pet insurance for peace of mind
- Employee Assistance & Mental Health Programs
- Charitable giving opportunities
- Professional coaching and career development
Company Overview
Company H1B Sponsorship