Own the Support organization’s annual operating plan, including capacity, headcount, cost, and staffing models. Lead executive business reviews, reporting frameworks, metric definitions, and strategic communications. Analyze operational data, cost-to-serve, vendor mix, automation, and service tradeoffs to recommend actions to senior leaders. Partner cross-functionally with Support, Finance, Workforce Management, and People while using AI and self-service analytics to improve planning and operational efficiency.

The Business Operations Manager partners with Technical Support leadership to drive operational excellence, develop strategic narratives, manage reporting frameworks, and leverage AI tools to enhance decision-making and efficiency.