Senior Support Operations Manager - PandaDoc

Senior Support Operations Manager

PandaDoc is seeking a Senior Support Operations Manager to act as the strategic advisor and operational partner to the Support Leadership Team. You will be instrumental in shaping how the Support organization interacts with customers, where and how it invests, and how it evolves. This role requires analytical rigor, a strong business perspective, and an outside-in approach to help Support leaders make confident decisions and drive business forward.

The ideal candidate thinks in systems, can own initiatives from conception to rollout, and proactively identifies and frames problems worth solving with actionable recommendations. The outcomes you drive will directly impact customer experience and the Support Team's key performance indicators.

In this role, you will:

• Lead the rhythm of business for Support leadership: Extract insights from real-time data on support performance, CSAT, channel mix, product gaps, and customer health to inform strategy, headcount, and operational decisions.
• Drive strategy and build for 0 to 1 programs and Key Initiatives: Proactively identify opportunities to shape key initiatives, including building new programs or enhancing existing ones like the Learning Academy.
• Own the customer lifecycle intelligence layer: Partner with Product and Data teams to surface usage, lifecycle stage, and customer health signals for support agents at the point of contact, and define playbooks and tooling to act on these signals.
• Lead AI and automation strategy for Support: Advance PandaDoc's AI capabilities (Claude, Intercom, Fin), identify and close tooling gaps, and drive adoption of new technologies to increase team productivity and improve customer experience.
• Own planning and forecasting: Lead capacity modeling, annual planning, budgeting, and monthly/quarterly business reviews for the Support organization.
• Build performance management infrastructure: Consolidate data sources into unified performance dashboards and reports to enable frontline managers to monitor, coach, and act, while providing key insights to Support leaders.
• Serve as the cross-functional operator for Support: Represent the Support organization in company-wide initiatives, strategize and execute on OKRs, and drive alignment with key business partners.

About You:

• 5+ years of experience in an operational role within a customer-facing organization (Support, Customer Experience, or similar), with recent Support Ops experience recommended.
• Proven track record of leading change that has lasting impact, including process redesigns and AI integrations (Claude, ChatGPT, Gemini, etc.).
• High degree of business ownership: ability to trace metrics to root causes, understand business implications, and provide actionable recommendations.
• Ability to move from ambiguous problems to launched initiatives with targeted outcomes, maintaining strategic focus while executing detailed work.
• Proven ability to earn trust at the executive level and drive alignment.
• Experience owning a budget, running planning cycles, and managing financial forecasting.
• Fluency with modern support and CX platforms (e.g., Intercom/Zendesk, Gainsight/Planhat, Salesforce, Jira/CWM software).

We value what you've built, your domain expertise, and how you think over exact title history. If this role excites you, please apply.

Company Overview:
PandaDoc empowers over 53,000 growing organizations to thrive by streamlining document workflows. Our all-in-one platform helps fast-scaling teams create, manage, and sign digital documents like proposals, quotes, and contracts.

Company Culture:
We foster a positive work environment with a focus on work-life balance, kind colleagues, and creative virtual team-bonding events. Our global team stays connected through technology, ensuring a strong sense of community.

Benefits:
Tremendous career growth opportunities, competitive salary, health and commuter benefits, company-paid life & disability, 20+ PTO days, 401K and FSA plans, and a fun team environment.

Note: The annual OTE for this role is up to $180k (90/10 split).

PandaDoc is an Equal Opportunity Employer.

Application deadline: 08/30/26