[Hiring] Senior Manager, Support Operations @Age of Learning

Role Description

The Senior Manager, Support Operations is responsible for leading the strategic development and continuous improvement of Age of Learning's customer support operations. This role oversees technical systems like Zendesk and AI tools, designs scalable workflows, drives cross-functional initiatives, and ensures support performance through data-driven decisions. The Senior Manager plays a key role in optimizing customer experience by implementing technology solutions and operational best practices across teams.

• Own and optimize CX platforms (Zendesk, Ada, etc.), ensuring performance, reliability, and alignment with operational needs
• Design and improve support workflows, automation, and ticketing logic to increase efficiency and customer satisfaction
• Lead strategic automation and AI initiatives, including chatbot development and CRM integrations
• Partner with Engineering, Product, Legal, and Marketing to implement scalable, compliant CX solutions
• Build and manage dashboards to report on key performance indicators and identify opportunities for improvement
• Audit data regularly to maintain accuracy and inform process decisions
• Lead vendor relationships and system implementation efforts
• Support training and onboarding by documenting system processes and updates
• Champion change management and best practices in support operations

Qualifications

• 5+ years of Zendesk administration and CX systems experience
• Strong knowledge of support automation tools (e.g., Ada, Ultimate, Zonka)
• Proven track record of AI and chatbot implementation
• Deep understanding of support KPIs and reporting (e.g., CSAT, FRT, ticket deflection)
• Experience leading technical projects with cross-functional stakeholders
• Skilled in process optimization and systems thinking
• Ability to translate technical concepts for non-technical audiences
• Strong communication, documentation, and change management skills

Benefits

• 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
• A 401(k) program with employer match
• 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
• Flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions

Company Description

Age of Learning® is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning. The company’s research-based curriculum, developed by education experts, includes the award-winning programs ABCmouse.com® Early Learning Academy and Adventure Academy™, as well as the adaptive, personalized school solutions, My Math Academy®, My Reading Academy®, and My Reading Academy Español. Having served over 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children.