Operations Manager

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aspire Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏨 Hospitality

📦 Logistics

🏗️ Construction

Hospitality • Logistics • Construction

Aspire Software is a company that focuses on acquiring and nurturing businesses with a strong foundation in outstanding products and passionate teams. As part of the Valsef Group, Aspire Software offers resources, knowledge, and a suite of best practices to enhance and expand operations for continuous improvement and sustainable growth. The company emphasizes decentralization to unlock innovation and adaptability within its acquired entities. Aspire Software is dedicated to serving its customers through long-term technology partnerships, leveraging capital and expertise in various verticals to grow both the businesses and individuals involved.

📋 Description

• Manage and coach Support and Professional Services teams; set goals, monitor performance, and foster accountability and continuous improvement • Ensure a consistent, high-quality customer experience across support and services touchpoints • Design and refine workflows for ticket handling, triage, escalation processes, and SLAs; identify and remove bottlenecks • Own KPIs and implement initiatives to meet or exceed targets • Collaborate with Product, Engineering, Sales, and Account teams to resolve customer issues, advocate for customer needs, and streamline handoffs • Help manage TeamSupport, Jira, and other support and service platforms; recommend improvements or automations • Identify customer issue trends to proactively improve product and service offerings • Champion AI and automation in service delivery, including AI-assisted triage, ticket summarization, knowledge-base content, and self-service deflection • Pilot, measure, and scale AI capabilities; build team fluency and establish guardrails for responsible, accurate, and secure AI use • Own customer onboarding and implementation end to end, using AI to accelerate time-to-value through tailored plans, automated checks, and scalable training content • Use AI-assisted playbooks, searchable knowledge, and on-demand answers to accelerate onboarding and enablement for Support and Services hires

🎯 Requirements

• 3+ years of experience in customer support, professional services, or customer operations, preferably in a SaaS or technology company • 1–2 years of experience managing people or leading teams • Strong understanding of customer service best practices and post-sales service delivery • Proven experience driving improvements in customer operations • Excellent communication, leadership, and problem-solving skills • Proficiency with tools such as TeamSupport, Salesforce, Jira, and Power BI • A data-driven mindset, with the ability to analyze metrics and act on insights • Hands-on experience deploying AI or automation, such as AI-assisted triage, chatbots, automated quality assurance, intelligent knowledge management, onboarding programs, or training content • Experience owning customer onboarding or implementation, with a focus on shortening time-to-value • Experience scaling support or services operations • Experience building or leading a global or distributed team • A project management background, such as PMP certification or experience with Agile methodologies • Exposure to customer journey mapping or customer experience strategy