At a glance
- Employment
- Full-time
- Workplace
- Remote
- Location
- Remote
About Ashby
- Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com http://ashbyhq.com.
About the role
- The Senior Support Operations Manager will lead the Support Operations organization, overseeing Systems, Workforce Management, Quality, and Training functions. This role focuses on setting systems, processes, and standards to ensure these functions work cohesively while coaching and developing the leaders who own them. You will act as a strategic partner to Support Leadership to ensure Support remains a differentiator for the company.
Responsibilities
- Manage and coordinate the four Support Operations functions: Systems, Workforce Management, Quality, and Training.
- Plan and implement operational policies, standards, and recurring practices to bring consistency across functions.
- Identify and drive integration opportunities between functions, such as aligning Quality findings with Training content.
- Directly manage and coach leaders and individual contributors across the four functions.
- Evaluate operational performance and efficiency using data to identify successes and opportunities.
- Build visibility for leaders to understand tradeoffs across systems reliability, coverage, quality, and training investment.
- Represent Support Operations in cross-functional conversations with Engineering, Product, and People Ops.
- Champion efficiency gains as a core goal alongside quality.
Requirements
- Proven experience leading operational functions in a Support or Customer Experience organization.
- Experience coordinating across multiple disciplines such as systems, workforce management, quality, or training.
- Experience managing managers or leaders of distinct functions, including hiring and developing teams.
- Track record of building or scaling operational standards and processes across a growing organization.
- Strong ability to use operational data to identify problems, make tradeoffs, and hold teams accountable.
- Strong communication and facilitation skills to align stakeholders across various departments.
- Ability to operate in ambiguity and define processes where none exist.
Benefits
- 10-year exercise window for stock options
- Unlimited PTO with four weeks recommended per year
- Twelve weeks of fully paid family leave in the US
- $1,200 annual learning and professional-development budget
- $2,000 one-time home-office setup budget
- Company-provided laptop
- Extended health benefits for employees and dependents
Workplace
- Role is based in US or Canada.
Skills
- Workforce Management
- Training
- Knowledge Management
