Senior Support Operations Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Operations Lead based in United States. This role will shape and improve complex customer support journeys across a growing, technology-enabled support ecosystem. You’ll focus on turning high-friction operational challenges into scalable workflows, tools, and processes that improve customer experiences. Warranty replacements will be an important initial focus, spanning intake, eligibility, fulfillment, returns, and follow-up communications. You’ll combine journey design, analytics, root-cause analysis, and program management to identify opportunities and drive measurable improvements. The role requires close collaboration across Support, Product, Engineering, Fraud, Finance, Logistics, and Analytics teams. You’ll also create executive-ready recommendations, operational documentation, and change-management resources that enable teams to execute consistently. This is an impactful opportunity for an experienced operations leader who thrives at the intersection of customer experience, systems, data, and process transformation. Design and optimize end-to-end customer journeys across complex support experiences, with an initial emphasis on warranty replacements and related post-purchase processes. Identify friction across intake, eligibility, decision-making, fulfillment, returns, and follow-up communications, then translate findings into improved workflows. Develop future-state processes, decision trees, routing logic, requirements, and operational guardrails that improve consistency, efficiency, and customer outcomes. Partner with cross-functional stakeholders across Member Experience, Product, Engineering, Fraud, Finance, Logistics, and related teams to align priorities and implement effective solutions. Lead root-cause analysis of recurring operational issues by combining data from support platforms, transactional systems, logistics environments, and reporting tools. Investigate automation drop-offs, process exceptions, queue health challenges, return authorization and service-order quality issues, and market- or channel-specific breakdowns. Define and monitor KPIs, dashboards, and experimentation plans that measure customer effort, operational efficiency, quality, and risk. Lead cross-functional improvement programs from problem definition through implementation, managing scope, milestones, dependencies, risks, and stakeholder alignment. Maintain and prioritize an operational improvement roadmap that balances immediate opportunities with longer-term investments in tooling, reporting, and process quality. Coordinate launch readiness for new workflows, policy changes, and tooling updates, including communications, decision documentation, and post-launch monitoring. Prepare executive-level presentations, business cases, and operational updates that clearly communicate problems, data, trade-offs, recommendations, and expected outcomes. Create SOPs, playbooks, training materials, and operational guidance that improve execution quality and reduce dependence on informal knowledge. Partner with quality, training, and operations teams to identify recurring errors, improve adoption of new processes, and ensure operational changes remain effective over time. Requirements 8+ years of experience in support operations, customer experience operations, process improvement, program management, or a similar discipline within a fast-paced environment. Demonstrated expertise in customer journey design, with the ability to turn complex operational challenges into scalable workflows, routing logic, and support processes. Strong analytical and root-cause problem-solving skills, including the ability to work across multiple data sources and use operational metrics to guide decisions. Proven project management and prioritization capabilities, with experience managing multiple workstreams, aligning stakeholders