[Hiring] Staff Technical Support Manager @Mozilla

Role Description

Mozilla’s Customer Experience team helps users, organizations, and partners successfully adopt, use, and get sustained value from Mozilla products. As Staff Enterprise Support Operations Manager, you will be Mozilla’s first dedicated B2B support operations leader. You will:

• Build and launch Mozilla’s first B2B support operations capability, including its operating model, workflows, escalation paths, governance, and continuous-improvement processes.
• Own external support vendor relationships end to end, including future vendor selection and contracting support, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.
• Create and maintain vendor training, support playbooks, standard operating procedures, quality frameworks, knowledge materials, and coordination with product teams for release-readiness plans.
• Forecast customer demand and support capacity, balancing staffing, coverage, language needs, service quality, cost, and business growth; recommend when to expand into new geographies or service models.
• Define service objectives, metrics, KPIs, dashboards, and operating reviews for quality, speed, customer experience, productivity, and cost.
• Hold vendors accountable for performance, identify service gaps, and lead corrective-action and continuous-improvement plans.
• Own Mozilla’s operational enterprise escalation framework while designing and managing operational handoffs between vendor agents and Mozilla teams.
• Lead the operational response to major B2B incidents, coordinating vendor execution, engineering engagement, customer and leadership communications, resolution, and post-incident review.
• Partner with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and other teams to align customer commitments with operational capacity and improve the support experience.
• Participate in customer-facing meetings to understand operational challenges, explain support processes, gather feedback, and strengthen the customer support experience.
• Translate support trends and customer feedback into actionable insights.

Qualifications

• 5+ years of experience in B2B or enterprise technical support operations, service delivery, customer operations, vendor management, or a related field.
• Demonstrated experience building a new support capability or substantially scaling or transforming an existing support operation.
• Experience managing outsourced support vendors or BPO partners, including training, workforce planning, quality assurance, performance governance, and corrective action.
• Experience with vendor selection, statements of work, contracts, budgets, forecasts, invoices, renewals, or related procurement and commercial processes.
• Experience with support platforms such as Zendesk/CRMs and issue-tracking systems such as Jira.
• Strong knowledge of enterprise support and service-management practices.
• Experience leading high-severity technical incidents and coordinating stakeholders under pressure.
• Experience defining operational metrics and using dashboards, reporting, and workforce planning to improve quality, customer outcomes, efficiency, and cost.
• Technical fluency sufficient to coordinate issues involving enterprise software and managed customer environments.
• Excellent communication and cross-functional leadership skills.
• Ability to operate independently across regions, cultures, and time zones.
• Experience with multilingual or multi-region support operations is desired.
• Experience building and leading B2B or enterprise technical support operations teams is desired.
• Familiarity with GDPR, enterprise security requirements, regulated customer environments is desired.

Benefits

• Generous performance-based bonus plans to all eligible employees.
• Rich medical, dental, and vision coverage.
• Generous retirement contributions with 100% immediate vesting.
• Quarterly all-company wellness days.
• Country specific holidays plus a day off for your birthday.
• One-time home office stipend.
• Annual professional development budget.
• Quarterly well-being stipend.
• Considerable paid parental leave.
• Employee referral bonus program.
• Other benefits (life/AD&D, disability, EAP, etc. - varies by country).