Customer Support Operations Manager

Customer Support Operations Manager

About the Role

Podium is hiring a Customer Support Operations Manager to lead operations for our Customer Support organization, with a strong emphasis on metrics, workforce management, and AI-powered support systems.

This role sits at the intersection of strategy and execution. You will own how Support operates day to day and how it evolves over time-through better systems, refined staffing models, enhanced processes, and integrating AI into core support workflows. You will directly manage Workforce Management and CX Ops team members (2 direct reports) and serve as a key thought partner to the VP of Support.

This role is onsite in Lehi, Utah, working closely with Support leaders and frontline teams.

What you will be doing:

Support Operations & Strategy

• Own the operational health of customer Support, with accountability for key metrics (SLA, CSAT, FCR, handle time, backlog health, cost-to-serve).
• Leverage SQL to run ad-hoc analysis and create reporting and dashboards to track all aspects of customer support (Sigma preferred)
• Partner with Support leadership to identify performance gaps and design scalable solutions to solve for gaps.
• Lead high-impact initiatives that improve efficiency, quality, and customer outcomes.

Workforce Management & People Leadership

• Lead the Workforce Management function, including forecasting, capacity planning, staffing models, scheduling strategy, and productivity analysis.
• Balance service levels, cost efficiency, and employee experience in workforce decisions.

AI, Automation & Innovation

• Act as the operational owner for AI-powered Support initiatives, including building, deploying, and managing AI Agents.
• Be highly curious about emerging AI models and tools, testing and applying them to real Support workflows.
• Partner with Product, Data Science, and Engineering to design agent behavior, escalation logic, guardrails, and success metrics.
• Measure and improve AI performance (containment, deflection, quality, CSAT impact).
• Own Support's metrics framework, dashboards, and operating rhythms.
• Design, document, and maintain SOPs to ensure consistency and scalability.
• Partner with Business Applications on Support tooling and workflow optimization (Zoom Contact Center preferred).

What you should have:

• 5-8 years of experience in CX Operations, Support Operations, Consulting, or similar roles.
• Prior people leadership experience.
• Comfort building, testing, and managing AI-enabled workflows-not just consuming vendor solutions.
• Strong analytical mindset with the ability to translate data into clear actions.
• Experience working cross-functionally with Product, Engineering, Customer Experience and Data Science.
• Familiarity with contact center platforms; Zoom Contact Center experience strongly preferred.

Why you'll love working here:

• Podium is the best place to work to:
• Join the leaders in AI agents
• Unlock career-defining growth
• Build with world-class talent
• Make a real impact on local business

Benefits

• Open and transparent culture
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time, plus three 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401k Plan with competitive company matching
• Bi-annual swag drops with cool Podium gear and apparel
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center, subsidized for employees
• Additional benefits for fully remote employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status