Ashby
Ashby
Ashby — қарқынды дамып келе жатқан ұйымдарға арналған жұмысқа қабылдау шешімдерін әзірлейтін HR технологиялары және B2B бағдарламалық жасақтама компаниясы. Оның платформасы командаларға жұмысқа қабылдау үдерісінің барлық кезеңдеріндегі рекрутинг жұмыс процестерін басқаруға және жетілдіруге көмектесіп, тиімді әрі деректерге негізделген өсуді қолдайды. Ashby клиенттерінің қатарында Opendoor, Figma, Notion, Deel және Modern Treasury бар.

Senior Support Operations Manager at Ashby

Lead Support Operations across systems, workforce management, quality, and training at Ashby, a hiring software company. Improve operational rigor, efficiency, quality, and customer self-service across the support organization.

Сипаттама

  • Lead Support Operations across Systems, Workforce Management, Quality, and Training
  • Coordinate the four functions as an integrated organization serving Support Specialists and Support Engineers
  • Define and implement operational policies, standards, and recurring practices
  • Connect work across functions, including Quality insights with Training content and WFM forecasts with Systems changes
  • Manage leaders and individual contributors across the four functional areas
  • Develop functional leaders as they expand programs, hire teams, and establish operating standards
  • Review workflows, metrics, constraints, QA results, forecasting analyses, and systems updates
  • Use operational data to assess performance and efficiency
  • Pursue efficiency improvements while maintaining quality
  • Create visibility into tradeoffs involving system reliability, coverage, quality, and training investment
  • Advise Support Leadership on systems and processes as a strategic differentiator
  • Represent Support Operations in cross-functional work with Engineering, Product, and People Ops
  • Collaborate with Knowledge Management on self-service and in-app support experiences
  • Set consistent processes and standards across all four functions during the first year
  • Formalize cross-functional coordination and deliver measurable efficiency or quality improvements

Талаптар

  • Demonstrated experience leading operational functions within Support or Customer Experience
  • Expertise in at least one relevant discipline and experience coordinating across systems, workforce management, quality, or training
  • Experience managing managers or leaders responsible for distinct functions
  • Experience hiring and developing teams
  • Experience establishing clear ownership across multiple functions
  • Ability to stay close to the work, assess quality, challenge assumptions, and coach effectively
  • Record of building or scaling operational standards and processes in a growing organization
  • Ability to understand how separate functions interact and create effective ways of working together
  • Ability to use operational data to identify issues, make tradeoffs, and hold teams accountable for measurable results
  • Comfort operating in ambiguity while functions, processes, and standards are being defined
  • Ability to coach leaders and specialists with varying levels of maturity
  • Strong communication and facilitation abilities
  • Ability to align stakeholders across Systems, WFM, Quality, Training, Knowledge Management, and Support Leadership
  • Demonstrated commitment to developing people beyond managing outputs
  • View that Support is a strategic differentiator rather than a cost center
  • Commitment to pursuing efficiency and quality together
  • Interest in self-service and in-app support
  • Prior experience supporting a B2B SaaS product; the application form states that candidates without this experience should not apply

Артықшылықтар

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

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