Product Operations Manager - Support WFM

RDQ426R86

At Databricks, we are passionate about enabling Data and AI teams to solve the world's toughest problems - from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We do this by building and running the world's best Data and AI infrastructure platform so our customers can use deep data insights to improve their business. Founded by engineers - and customer obsessed - we leap at every opportunity to solve technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started.

We're looking for an experienced Product Operations Manager to lead key initiatives within Support Operations. In this role, you will drive strategic planning and operational excellence across our global Support organization. This is a high-impact, cross-functional role focused on running and scaling the business of support.

Key Responsibilities:

• Act as the connective tissue between Support, Product, Engineering, and Analytics to drive operational alignment, product readiness, and continuous improvement across support workflows.
• Lead and execute strategic initiatives to scale global Support operations, including coverage models, KPI frameworks, and support process enhancements.
• Translate operational pain points into product and tooling requirements-partnering with internal tools, engineering, and analytics teams to drive automation, triage efficiency, and AI assistant improvements.
• Build and maintain dashboards that measure support effectiveness, surface product-driven case trends, and track customer experience across support channels.
• Support quarterly and annual planning cycles, including headcount, capacity modeling, and budget alignment in partnership with Finance and Workforce Management.
• Influence senior stakeholders by turning support and operational insights into clear, data-driven narratives that inform product and business decisions.

What We Look For:

• 5+ years of experience in Operations, Consulting or Strategy roles, ideally at a SaaS company.
• Proven track record driving cross-functional initiatives and collaborating across different organizations such as Support, Product, and Engineering teams.
• Excellent communication and stakeholder management skills, with an ability to influence without authority.
• Strong process-orientation and systems thinker with bias for action.
• Comfort navigating large datasets; ability to translate complex data into actionable insights.
• Experience working in a high-growth, fast-paced environment and managing multiple priorities.
• Familiarity with tools like Salesforce, Zendesk, Jira, Looker/Tableau, and operational workflows related to customer support.

Nice to Have:

• Experience working on Support Operations for SaaS based companies.
• Experience managing workforce planning for Support organizations, including staffing strategies based on ticket volume, shift coverage, and escalation patterns.

Benefits:

• Comprehensive health coverage including medical, dental, and vision
• 401(k) Plan
• Equity awards
• Flexible time off
• Paid parental leave
• Family Planning
• Gym reimbursement
• Annual personal development fund
• Employee Assistance Program (EAP)

If you're passionate about operational excellence, driving innovation, and making a significant impact in the data and AI industry, we want to hear from you. Join us in our mission to simplify and democratize data and AI for organizations worldwide.