Senior Manager, Support Excellence & Digital Services in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Support Excellence & Digital Services based in the United States.

This role offers the opportunity to transform customer support operations through digital innovation, process excellence, and AI-powered solutions.
You will lead strategic initiatives that improve service delivery, customer experiences, and operational efficiency at scale.
The position combines leadership, technology enablement, knowledge management, and continuous improvement within a fast-moving environment.
You will collaborate with engineering, product, operations, and enablement teams to create scalable support solutions.
This is a high-impact opportunity to shape the future of support operations by leveraging data, automation, and modern service practices.
You will help build a culture of excellence focused on customer success, innovation, and measurable business outcomes.

The Senior Manager, Support Excellence & Digital Services will lead initiatives focused on support transformation, operational excellence, digital services, and customer experience improvement. This role requires a strategic leader who can connect technology, processes, and people to deliver scalable support capabilities.

• Lead digital transformation initiatives, including AI-powered support solutions designed to improve case management, self-service adoption, and customer outcomes.
• Own and optimize the end-to-end support process lifecycle, ensuring alignment with organizational goals and operational readiness.
• Build and evolve Center of Excellence programs focused on support excellence, enablement, and continuous improvement.
• Drive knowledge management strategies using KCS methodologies to improve content quality, reduce resolution times, and enhance customer self-service.
• Partner with engineering, product management, operations, training, and enablement teams to improve product supportability.
• Analyze customer cases, support trends, operational data, and feedback to identify opportunities for process, product, and service improvements.
• Develop and implement digital support strategies that improve efficiency, scalability, and overall customer experience.
• Establish measurement frameworks, performance indicators, and improvement initiatives to track operational success.
• Promote adoption of AI-enabled tools and innovative technologies to enhance support effectiveness.
• Provide leadership, guidance, and strategic direction to cross-functional teams and stakeholders.

The ideal candidate is an experienced support transformation leader with a strong background in customer operations, digital services, knowledge management, and process optimization. They should have demonstrated success leading large-scale initiatives and driving improvements through technology, data, and operational excellence.

• Bachelor’s degree in business administration, operations management, technology, or a related field; advanced degree preferred.
• 10+ years of experience in support excellence, customer support transformation, digital services, process management, or enablement roles.
• At least 7 years of experience leading teams, strategic initiatives, or operational transformation programs.
• Strong expertise in knowledge management practices, including KCS methodology.
• Experience with process improvement methodologies such as Lean or Six Sigma.
• Proven ability to implement digital service solutions and customer experience technologies.
• Experience collaborating cross-functionally with engineering, product, operations, enablement, and training teams.
• Ability to analyze customer trends, operational metrics, and feedback to drive strategic recommendations.
• Foundational understanding of AI and machine learning technologies, with experience applying AI-driven solutions to improve business outcomes.
• Experience with support and collaboration platforms such as SFDC, Confluence, Jira, Tableau, Asana, and AI-enabled support tools is preferred.
• Strong leadership, communication, problem-solving, and stakeholder management skills.
• Ability to operate effectively in ambiguous, high-growth environments while balancing strategy and execution.

• Competitive base salary range of approximately $150,500–$215,000 USD, depending on experience, skills, location, and qualifications.
• Remote work flexibility within the United States.
• Comprehensive healthcare coverage options.
• Dental and vision benefits.
• Paid time off and sick leave programs.
• Parental leave benefits.
• Retirement savings options.
• Education reimbursement opportunities.
• Additional employee perks and resources designed to support professional and personal growth.
• Opportunity to lead impactful transformation initiatives within a technology-driven environment.
• Collaborative culture focused on innovation, ownership, accountability, and customer success.