Senior Support Operations Manager

Role overview

As the Senior Support Operations Manager, you will act as a strategic partner and operational advisor to the Support Leadership Team. Your focus will be on how the Support organization serves customers, where resources are invested, and how the function continues to evolve. The role calls for strong analytical judgment, a business-first mindset, and the ability to think beyond the current state to uncover what should be improved next.

You should be comfortable identifying important problems before they are assigned, framing them clearly, and bringing practical recommendations. The impact of your work will be visible in both customer experience and the Support team’s core performance metrics.

What you will own

• Run the operating cadence for Support leadership by turning live and historical data into insight on support performance, CSAT, channel mix, product gaps, customer health, and related metrics, then converting those findings into recommendations for strategy, staffing, and operations.
• Lead the creation and expansion of new initiatives and 0-to-1 programs, while also strengthening existing efforts such as the Learning Academy.
• Build the customer lifecycle intelligence layer by working with Product and Data teams to surface usage, lifecycle stage, and customer health indicators at the point of contact, and translate those signals into practical playbooks and tools for agents.
• Shape the AI and automation roadmap for Support by advancing Claude, Intercom, and Fin AI capabilities, identifying tooling gaps, and accelerating adoption of technologies that improve team efficiency and customer experience.
• Own planning and forecasting activities, including capacity modeling, annual planning, budgeting, and monthly and quarterly business reviews for the Support organization.
• Develop the performance management foundation by consolidating multiple data sources into unified dashboards and reporting that help frontline managers coach effectively and guide leaders toward the right priorities.
• Act as the cross-functional operator for Support by representing the function in company-wide initiatives, driving OKR execution, and aligning work with key internal partners.

What success looks like

This role is best suited to someone who works well in systems, can take an initiative from first principles through launch, and is equally comfortable with strategy and detailed execution when needed. You will need to influence senior stakeholders, bring clarity to ambiguity, and ensure operational decisions are grounded in evidence and business impact.

Candidate profile

PandaDoc is looking for someone with deep experience in a customer-facing operational environment, especially Support or Customer Experience. Recent Support Operations experience is preferred. The company values people who have driven durable change, redesigned processes, and introduced AI-enabled ways of working that meaningfully alter team behavior rather than simply rolling out tools.

The ideal candidate can connect data to business outcomes, identify root causes, and build recommendations that others can act on. You should be able to move from unclear problems to launched initiatives, maintain the strategic thread while handling necessary details, and build credibility with executive leaders even when you are not the final decision-maker.

You should also have experience owning budgets, participating in planning cycles, and explaining variances. Familiarity with modern support and customer experience platforms such as Intercom or Zendesk, Gainsight or Planhat, Salesforce, and Jira or CWM is important.

Company overview

PandaDoc helps more than 53,000 growing organizations work faster by removing friction from document workflows. Its all-in-one automation platform supports teams in creating, managing, and signing digital documents such as proposals, quotes, contracts, and more.

Culture

The company emphasizes work-life balance, supportive teammates, and creative virtual team-building. With team members distributed around the world, PandaDoc uses technology to keep everyone connected and to maintain a strong sense of teamwork. The organization also highlights integrity, transparency, and building products that positively affect customers’ lives.

Benefits

• Strong opportunities for career growth
• Competitive compensation
• Health and commuter benefits
• Company-paid life and disability coverage
• More than 20 PTO days
• 401(k) and FSA plans
• Collaborative team environment

Compensation

The annual on-target earnings for this position can reach up to $180,000, based on an 85/15 split.

Equal opportunity

PandaDoc provides equal employment opportunities and does not discriminate on the basis of race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability, or any other legally protected characteristic.

External recruiter policy

External recruiters and staffing agencies must receive prior approval from the HR team before engaging with PandaDoc. Recruiters are asked not to contact PandaDoc employees directly with candidate submissions, and compliance with this policy may affect future business relationships.

Application deadline

The application deadline is 08/30/26.