Sr. Support Operations Manager - Ashby

About Ashby & the Support Organization

Support at Ashby is a strategic differentiator. As we've scaled, we've built out dedicated functions to support it: a Systems Engineer keeping our tooling running, a Workforce Management practice ensuring the right coverage, a Quality program keeping every interaction excellent, and a Training function getting new hires up to speed fast.

We are looking for our first Senior Support Operations Manager to lead the Support Operations organization across Systems, Workforce Management, Quality, and Training. You will report directly to the Head of Support.

This role isn't about running any one of these functions day to day. It's about setting the systems, processes, and standards that let them work together, coaching and developing the leaders who own them, and ensuring the infrastructure behind Support matches the customer experience we want to deliver.

What You'll Own

Integrating Systems, WFM, Quality, and Training

• Manage and coordinate Support Operations' four functions, ensuring they operate as a cohesive organization supporting our Specialists and Support Engineers.
• Plan and implement operational policies, standards, and recurring practices that bring consistency across functions while respecting what makes each one distinct.
• Identify where functions should work more closely together (e.g., how Quality findings inform Training content, or how WFM forecasts should account for Systems changes) and drive that integration.

Managing and Developing Leaders

• Directly manage leaders and individual contributors across Systems, Workforce Management, Quality, and Training.
• Coach and develop the leaders of each function as they grow their programs, hire their teams, and establish operating standards, grounding coaching in specific, detailed feedback.

Driving Performance and Efficiency

• Stay close to each function's day-to-day workflows, metrics, and constraints to spot patterns and ensure excellence in delivery.
• Evaluate operational performance and efficiency across all four functions using data to identify successes and opportunities.
• Champion efficiency gains as a core goal alongside quality.
• Build visibility into tradeoffs across systems reliability, coverage, quality, and training investment.

Cross-Functional Representation

• Act as a thought partner to Support Leadership on how strong systems and processes help Support be a strategic differentiator.
• Represent Support Operations in cross-functional conversations with Engineering, Product, and People Ops.
• Help redefine exceptional customer experiences as the team and tooling scale.

What This Role Requires

• Operational Leadership Experience: Proven experience leading operational functions in a Support or CX organization, with depth in one or more disciplines and experience coordinating across multiple disciplines.
• Management Track Record: Experience managing managers or leaders of distinct functions, hiring and developing teams, and building clear ownership.
• Systems Thinking: Strong ability to see how distinct functions interact and to design clear ways for them to work together using operational data.
• Coaching Skills: Skilled at coaching leaders and specialists at different stages of maturity with strong communication and facilitation abilities.
• Strategic Alignment: Belief that Support is a strategic differentiator, paired with a passion for balancing efficiency and quality.

Benefits & Perks

• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US (expanding internationally).
• $1,200 annual learning and professional-development budget.
• $2,000 one-time home-office setup budget plus a company-provided laptop.
• Extended health benefits for you and your dependents.
• Opportunities to connect through annual company offsites, team offsites, local meetups, and virtual events.