Support Operations Manager - Boulevard

Who is Boulevard?

Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.

We are looking for a Support Operations Manager to be the primary owner of operations within the Support organization. In this role, you will report to the VP of Revenue Operations as we believe in the power of centralized operations across Sales, Marketing, and Customer Experience. You will manage both the day-to-day administration of our tools and processes and the execution of strategic initiatives in partnership with Support leadership.

What you'll do here:

• Tech Stack Ownership: Own administration and optimization of our Support tech stack (Salesforce, Intercom, Jira), including integrations that enable seamless handoffs and reliable day-to-day operations.
• Strategy & Execution: Execute strategy in partnership with Support leadership, translating business objectives into operational processes, workflows, and tool configurations.
• Data & Sync: Design and implement flows that sync data from Intercom and Jira back to Salesforce, giving customer-facing teams visibility into customer interactions and reliable reporting.
• Analytics & Reporting: Design and maintain dashboards in Intercom and Salesforce that measure Support KPIs, providing high-level and ad hoc reporting/analysis to Support and CX leadership.
• Automation & AI: Proactively identify and implement automation, workflow improvements, and tooling enhancements, leveraging AI where it drives measurable impact.
• Cross-Functional Collaboration: Collaborate closely with Revenue Operations and cross-functional stakeholders to ensure consistency in data, tooling, and process design.
• Release Management: Support change management, reporting, and Support influx for Boulevard product releases.
• Documentation: Maintain clear documentation of processes and workflows in Confluence, scaling operational knowledge across the team.

What you'll need to thrive:

• 3-5+ years of experience in Support Operations, Business Operations, or a similar role in a fast-paced SaaS environment.
• Experience supporting senior leaders (Director+) within multi-tiered Support organizations.
• Proven expertise administering and optimizing Support Ticketing platforms and AI chatbots (Salesforce and Intercom or similar preferred).
• Familiarity with workflow automation tools and integrations across business systems.
• Strong analytical skills paired with deep fluency in Support metrics, data, and KPIs (e.g., SLA adherence, CSAT, ticket volume/backlog, resolution time).
• Effective project management skills with experience managing cross-functional initiatives.
• Strong technical aptitude with the ability to quickly learn new systems and solve business problems.

Key Attributes:

• Operational Expert: Understands support operations best practices and knows how to implement them effectively.
• Hands-on Owner: Comfortable rolling up sleeves to configure tools, troubleshoot issues, and keep operations running smoothly.
• Relationship Builder: Aligns closely with Support leadership and RevOps to build trust and drive progress.
• Continuous Improver: Proactively identifies gaps and brings forward solutions that drive measurable impact.
• High Accountability: Acts like an owner, holds high standards, and moves with speed and accuracy.

How We Take Care of Our Team:

• Competitive base pay and performance bonus eligibility.
• Equity participation for all full-time employees.
• Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage.
• Annual $1,200 HSA employer contribution for eligible plans.
• 100% covered dental, vision, life, and disability insurance.
• 12 weeks of fully paid U.S. parental leave.
• Flexible paid time off plus 10 U.S. company holidays.
• Remote support including a $200 home office setup allowance and a $50 monthly WFH reimbursement.
• $200 quarterly Boulevard Bucks to prioritize well-being.
• Additional perks like One Medical membership and Employee Assistance Program.