Manager, Support Operations

🕒 il y a 2 mois

🇺🇸 États-Unis – Télétravail

💵 $145 000 - $195 000 / an

⏰ Temps Plein

🟠 Senior

🔴 Expert

⚙️ Opérations

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Model N

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2000

🏥 Santé

🏭 Fabrication

💼 Conseil

Healthcare • Manufacturing • Consulting

Model N est un fournisseur de premier plan de solutions d'optimisation des revenus et de conformité pour les industries pharmaceutique, des dispositifs médicaux, de la haute technologie, de la fabrication et des semi-conducteurs dans plus de 120 pays. L'entreprise propose une réinvention numérique grâce à des solutions spécifiques à chaque secteur, permettant aux clients de maximiser leurs revenus en transformant les processus de vente, de marketing, de distribution, de finance et juridiques. Les produits de Model N incluent des plateformes pour la gestion des processus des fournisseurs et des payeurs, la tarification globale et les données de canaux, ainsi que des services cloud intelligents pour assurer la conformité et l'excellence opérationnelle. Leurs services permettent aux entreprises de rationaliser leurs opérations, de croître stratégiquement et de réduire les risques pour encourager la croissance et l'innovation. Parmi leurs principaux clients figurent Pfizer, AstraZeneca, Sanofi, Abbott, AMD, et d'autres, qui utilisent la technologie de Model N pour optimiser et automatiser les processus de revenus tout en respectant les normes réglementaires mondiales.

Description

• Define and evolve a practical, forward-looking support operations roadmap aligned to company priorities and customer experience goals • Establish lightweight but effective operating cadences (weekly reviews, performance tracking, issue escalation visibility) • Balance short-term stabilization needs with longer-term improvements in systems, data, and processes • Own the structure and ongoing optimization of Salesforce Service Cloud as the core support platform • Partner in the implementation and refinement of AI-supported tools (e.g., knowledge generation, chat-based intake) to improve information capture and accessibility without compromising the quality of complex support interactions • Design and refine case lifecycle, fields, taxonomy, and routing logic to reflect real product issues and support workflows • Ensure the system remains simple, usable, and adaptable, avoiding unnecessary complexity • Partner with internal teams and external partners to maintain data integrity and system reliability • Partner closely with support engineers to understand how complex issues are diagnosed and resolved in practice • Improve case intake, categorization, and routing to better align with product areas and team expertise • Identify inconsistencies in how work is performed and introduce structure where it adds clarity and value • Define and implement a core set of support metrics that reflect both operational health and customer impact • Build reporting that provides visibility into support demand, trends, backlog, and recurring product or customer pain points • Translate support activity into actionable insights for Product and Engineering • Develop clear, practical documentation and playbooks that support consistent execution without over-constraining expert teams • Explore opportunities to leverage AI to better capture, structure, and surface knowledge from complex support cases • Identify opportunities to reduce friction in workflows while respecting the complexity of the work • Introduce improvements incrementally, with a focus on adoption and real impact • Act as a bridge between Support, Product, and Engineering to ensure support insights are visible and actionable • Help establish feedback loops that connect customer issues to product improvements • Partner with leadership on prioritization of operational and product-related improvements • Stand up and scale the Support Operations function, building foundational processes and capabilities to support long-term growth • Provide clarity, prioritization, and direction in an evolving environment • Build, develop, and lead a high-performing team, setting clear expectations, coaching for growth, and fostering a culture of accountability, continuous improvement, and strong business partnership • Drive cross-functional collaboration by enabling teams with tools, insights, and scalable processes.

🎯 Exigences

• 8–10 years of experience in Support Operations, Technical Support, or related roles in a B2B or complex product environment • Experience building, leading, and developing high-performing teams, including hiring, coaching, and driving ongoing capability development • Experience working closely with technical support or support engineering teams • Demonstrated ability to align team priorities, roles, and capacity to evolving business needs, driving clarity and execution • Demonstrated ability to build structure, reporting, and processes in environments with incomplete or evolving data • Interest in applying emerging technologies (including AI) to improve support workflows and knowledge management • Hands-on experience with Salesforce Service Cloud (configuration, workflows, reporting) • Experience with either Forethought or Agentforce. • Strong analytical skills with the ability to translate ambiguous data into clear insights and recommendations • Ability to operate both strategically and tactically • Some Travel may be required for company meetings and industry events.

🏖️ Avantages

• Unlimited PTO for salaried employees – because flexibility fuels success • Comprehensive medical, dental, and vision coverage • Health Savings & Flexible Spending Accounts • 401(k) with company match to invest in your future • Volunteer Time Off (VTO) to give back to causes you care about • Life and pet insurance for peace of mind • Employee Assistance & Mental Health Programs • Charitable giving opportunities • Professional coaching and career development • …and much more.