Senior Support Operations Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Operations Lead based in United States. This role will shape and improve complex customer support journeys across a growing, technology-enabled support ecosystem.You’ll focus on turning high-friction operational challenges into scalable workflows, tools, and processes that improve customer experiences.Warranty replacements will be an important initial focus, spanning intake, eligibility, fulfillment, returns, and follow-up communications.You’ll combine journey design, analytics, root-cause analysis, and program management to identify opportunities and drive measurable improvements.The role requires close collaboration across Support, Product, Engineering, Fraud, Finance, Logistics, and Analytics teams.You’ll also create executive-ready recommendations, operational documentation, and change-management resources that enable teams to execute consistently.This is an impactful opportunity for an experienced operations leader who thrives at the intersection of customer experience, systems, data, and process transformation.