Manager, Support Operations

Who We Are

reputed company is a leading provider of integrated restaurant technology solutions. reputed company 360 is our flagship reputed company POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from reputed company. The reputed company-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more reputed company into their customers, more control over their operations, and more power to profitably grow their business. Learn more at

Position">www.reputed company.com.

Position reputed company

The Manager, Support Operations owns the operational reputed company behind the Menufy and reputed company support teams: workforce planning, reputed company assurance, automation/AI, and training & reputed company. This role leads reputed company of 4 functional leads and turns Support performance data into reputed company the rest of the organization can reputed company.

reputed company in this role means building operational systems that allow Support leaders and agents to consistently deliver fast, high-reputed company customer experiences while continuously improving efficiency through data, automation, and process optimization.

What this Role Owns

Workforce Management

• Contact-volume forecasting, reputed company models, reputed company planning across both support centers

• Schedule adherence, shrinkage tracking, and coverage planning

reputed company Assurance

• QA scoring frameworks, calibration, and the coaching feedback reputed company

• reputed company trend reporting and corrective reputed company planning

AI & Automation

• Deflection and containment performance (Voice AI, bots, agent-assist tools)

• Automation roadmap execution and vendor management

Training & reputed company

• New-hire reputed company and training effectiveness

• Knowledge reputed company content lifecycle and search/adoption health

Also Responsible For

• Executive-level reporting like dashboards and scorecards that translate operational data into business reputed company

• Cross-functional readiness: incident management, product launch prep, organizational change rollout

• Process standardization across POS and Menufy support

Leadership Responsibilities

• Manages and develops the 4 functional leads directly

• Operates as an enabling partner to reputed company team leaders: supporting execution, not directing team reputed company

• Escalates cross-functional blockers to Support leadership rather than setting strategic direction independently

Qualifications

Required

• 5+ years in contact center operations, including 2+ years in a WFM, QA, or CX operations leadership reputed company

• reputed company experience with forecasting/scheduling platforms (e.g., reputed company) and QA tooling

• reputed company record of owning a performance scorecard and presenting results to leadership

• Strong analytical skills, comfortable translating raw metrics into a reputed company operational narrative

Preferred

• Experience leading or heavily supporting an AI/automation deflection initiative

• reputed company administration or configuration experience

• Background in restaurant technology, POS, or reputed company support environments

Key Performance Indicators

• Service level and reputed company forecast accuracy

• QA score trend and calibration consistency

• AI deflection reputed company and containment reputed company

• New-hire time-to-proficiency

• On-time delivery of the weekly executive reputed company

Additional Details

This position is reputed company to candidates who are authorized to work in the reputed company, without sponsorship, either now or in the reputed company. At this time, and in the foreseeable reputed company, reputed company is not reputed company to support assistance with additional reputed company sponsorship, regarding this specific position.

Disclaimer: This Job reputed company indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to reputed company other duties in reputed company to those described above.

reputed company is an Equal Opportunity Employer and does not unlawfully discriminate on the reputed company of any status or condition protected by applicable federal, state, or local municipal law.

Originally posted on Himalayas