Support Operations Manager

About SugarCRM
From the very beginning, SugarCRM had a unique vision: to offer a different kind of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we’re on a mission to help sales teams reach their highest potential.  Our diverse team around the world shares a passion for helping customers succeed. Together, we’re building a culture that values personal and professional growth—and we’re proud to be recognized as a Great Place to Work. We care about work/life balance and flexibility for our employees, and we're proud of how we show up for our customers every day. 
If you're looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about SugarCRM careers and how you can be part of our journey.
About the Role
We are looking for a proactive and detail-oriented Support Operations Manager to lead the operational engine behind our Technical Support organization. This role is critical in driving scalable, efficient, and high-quality support processes in a fast-paced SaaS environment. You’ll partner closely with Support leadership, cross-functional teams, and frontline delivery managers to develop and implement systems, processes, and programs that elevate team performance, ensure customer satisfaction, and optimize resource utilization.
The ideal candidate is a strategic thinker with a bias for execution—comfortable leading process improvement, quality assurance, workforce optimization, training enablement, and support tooling initiatives.
*This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Denver, Colorado location, specifically, working in-office a minimum of 3 days per week.*

Impact you will make in the role:

• Build, monitor, and continuously improve core support workflows and standard operating procedures.
• Partner with global support leadership to ensure alignment of processes across regions and tiers.
• Collaborate with Reports & Insights team to manage support coverage, forecast volume, and identify resourcing needs.
• Analyze performance trends and recommend improvements to scheduling, shift models, and staffing structures.
• Design and manage Quality Assurance (QA) programs to monitor case accuracy, tone, policy adherence, and technical depth.
• Manage metrics and standards for measuring individual and team-level performance.
• Oversee onboarding and continuous learning programs for the Support team in partnership with product and learning teams.
• Identify skill gaps and implement scalable enablement strategies tailored to support tiers and regions.
• Support initiatives to streamline workflows across CRM, knowledge base, automation, and AI/chatbot platforms.
• Collaborate with Technical Support Leadership and CX Applications team to improve case routing, reporting, and system performance.
• Serve as a key liaison between Technical Support and stakeholders in Product, Engineering, Revenue, and Customer Success.
• Represent Support in company-wide projects related to product releases, incident response, and customer experience.
• Leverage data to recommend and implement initiatives that improve CSAT, NPS, resolution time, and agent productivity.

What you will bring:

• 5-8 years of experience in Support Operation or Technical Operations, ideally in a B2B SaaS company.
• Proven success implementing and scaling processes, QA programs, and workforce models across global teams.
• Previous ownership of the development and governance of internal programs such as escalations, case management protocols, and shift handovers.
• Familiarity with modern support tech stack (CRM systems like Salesforce, HubSpot or Zoho; QA tools; Workforce Management solutions).
• Experience developing root cause insights to guide coaching, training, and operational decisions.
• Strong analytical and organizational skills; comfortable working with data tools like Excel, Tableau, or Looker.
• Excellent communication and interpersonal skills, with a demonstrated ability to lead cross-functional initiatives.

Preferred Qualifications:

• Experience managing cross-regional stakeholders inside and outside of the organization
• Working knowledge of ITIL, Six Sigma, Agile, Scrum or similar process frameworks.
• Familiarity with SugarCRM products or other customizable CRM solutions.

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skill