Senior Manager, Support Operations – Inspection

Job not on LinkedIn

🔥 0 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $116.3k - $162.8k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 20%

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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PORCH 💚

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

PORCH 💚 is a next-generation insurance company that provides comprehensive software and services to various home service industries. It streamlines interactions for home professionals, utility customers, realtors, and homeowners by offering tools for inspections, moving, mortgage processes, and home maintenance. Through its partnerships, Porch enhances the home buying experience by simplifying service requests, onboarding new customers for warranty and insurance companies, and assisting with home improvement projects.

📋 Description

• Own day-to-day support performance across chat, email, and phone against SLA, CSAT, quality, first-response-time, and resolution-time targets • Build operating rhythms and reporting that create accountability • Analyze ticket data, call data, customer feedback, and queue observations to identify and fix performance breakdowns • Balance operating standards across ISN, HIP, and Palmtech brands and business units • Manage a distributed support organization spanning multiple time zones and U.S.-based and international/offshore team members • Build workforce plans, shift coverage, and staffing models aligned to contact volume • Address quality and customer-experience gaps in the distributed model through tools and training • Develop remote team leads and frontline agents into a high-performing organization • Serve as internal expert on Intercom ticketing, workflows, reporting, administration, and Five9 phone operations • Own and expand Intercom's FIN AI agent, defining autonomous resolution, human handoff, and performance measurement • Maintain working knowledge of CRM and mobile software supported by the team • Evaluate support and workforce technology and lead adoption end-to-end • Develop a 12–24 month AI and automation roadmap for support • Define where AI owns resolution, assists agents, or yields to human judgment • Partner with Product and Engineering to connect support feedback with product improvements • Own the support operations budget, including labor, tooling, and outsourced/offshore staffing costs • Track cost-per-contact and staffing efficiency and build business cases for operational changes • Represent Support Operations with Customer Success, Product, and Engineering leadership • Serve as escalation point for high-priority customer and operational issues

🎯 Requirements

• 7+ years of progressive experience in support, contact center, or customer operations leadership • Direct management experience of managers and/or frontline teams • Hands-on experience managing a distributed or remote workforce across multiple time zones • Experience with international/offshore team members • Deep, hands-on experience with Intercom, including ticketing workflows, reporting, and administration • Direct experience with Intercom's FIN AI or a comparable AI support agent, including configuring, tuning, and measuring production performance • Experience with Five9 or a comparable cloud phone/contact center platform • Experience supporting CRM and mobile software products • Proven ability to improve support KPIs including SLA, CSAT, first-response time, quality, and productivity using data • Experience managing budgets, including labor and vendor/outsourced staffing costs • Strong written and verbal communication skills • Preferred: experience in home inspection, real estate, or home services • Preferred: experience across multiple brands or business units • Preferred: experience implementing or scaling AI-driven deflection, self-service, or automation • Preferred: familiarity with workforce management and quality assurance tooling • Preferred: experience managing offshore or outsourced support vendors/BPOs • Must be eligible to work in the United States; Porch Group does not consider applicants from Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Mississippi, Montana, New Hampshire, or West Virginia for remote positions

🏖️ Benefits

• Long-term incentive awards, subject to program guidelines and approvals • Comprehensive health, life, and financial wellbeing coverage • Three medical plan options • Two dental plan options • Vision plan • Voluntary Critical Illness, Hospital Indemnity, and Accident plans • Partially employer-funded Health Savings Account • Healthcare, dependent care, and transportation Flexible Spending Accounts • Company-paid Basic Life and AD&D insurance • Short- and Long-Term Disability benefits • Voluntary Life and AD&D plans • Traditional and Roth 401(k) plans with discretionary employer match • Employer-paid Headspace wellbeing program with meditation, mindfulness, mental health coaching, clinical care, and confidential resources • Employer-paid Brio Health wellness tool with quarterly challenges and prizes • LifeBalance discounts for gym memberships, travel, appliances, movies, pet insurance, and more • Flexible paid vacation • Company-paid holidays, typically nine per year • Paid sick time • Paid parental leave • Identity theft program • Travel assistance • Fitness and other discount programs • Remote work arrangement • Virtual interviews