Senior Manager, Support Operations & Enablement

<p><b><span>Who we are </span></b><span> </span></p><p><span><span>Tricentis</span><span> is a global leader in continuous testing and quality engineering. The </span><span>Tricentis</span><span> AI-based, continuous testing portfolio of products provides a new and fundamentally </span><span>different way</span><span> to perform software testing. An approach </span><span>that’s</span><span> totally automated, codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality</span><span>.  </span></span><span> </span></p><p><span><span>Widely credited for reinventing software testing for DevOps, cloud, and enterprise applications, </span><span>Tricentis</span><span> has been recognized as a leader by all major industry analysts, including Forrester, Gartner, and IDC. We empower innovators to push the boundaries of software testing, fostering a global community of continuous learners who pioneer AI-powered, highly performant, highly secure end-to-end testing tools that accelerate our customers’ time to market including the largest brands in the world. </span></span><span> </span></p><p></p><p><span> </span></p><p><b><span>About the role</span></b><span> </span></p><p><span><span>As the Senior Manager of Support Operations &amp; Enablement, you will </span><span>be responsible for</span><span> driving excellence in the support organization by </span><span>optimizing</span><span> operations, enabling support teams through training and process improvements, and ensuring consistent, scalable delivery of high-quality technical and customer-facing support. You will partner with cross-functional teams (e.g., product, engineering, customer growth, HR, learning &amp; development) to deliver tools, practices, and metrics that improve efficiency, reduce friction, and accelerate time-to-competency across the support team.</span></span><span> </span></p><p><span> </span></p><p><span><span>Th</span><span>is is a global role, reporting to the VP of Global Customer Support @ </span><span>Tricentis</span><span>, and will </span><span>be responsible for</span><span> </span><span>Enablement, Content, and Operations for our Support organization globally. </span></span><span> </span></p><p></p><p><span> </span></p><p><b><span>Key responsibilities</span></b><span> </span></p><p></p><p><b><span>Operational Strategy &amp; Process Optimization</span></b><span> </span></p><ul><li><span><span>Define and continuously refine support processes and workflows to ensure efficiency, quality, scalability, and alignment with customer expectations.</span></span></li><li><span><span>Monitor and manage support metrics (e.g., SLA/OLA adherence, response/resolution times, backlog, ticket volume trends) to </span><span>identify</span><span> bottlenecks and drive improvements.</span></span><span> </span></li><li><span><span>Lead staffing planning, forecasting, capacity management, and resource allocation for support teams.</span></span><span> </span></li></ul><p></p><p><b><span>Enablement, Training &amp; Onboarding</span></b><span> </span></p><ul><li><span><span>Design, develop, and </span><span>maintain</span><span> a support enablement curriculum, including onboarding, ongoing coaching, certification, role-specific training, and upskilling.</span></span><span> </span></li><li><span><span>Create playbooks, documentation, tools, templates, and knowledge base resources to empower teams.</span></span><span> </span></li><li><span><span>Ensure that product, process, </span><span>tool</span><span>, and policy updates are effectively communicated and adopted by the support organization.</span></span><span> </span></li></ul><p></p><p><b><span>Technology &amp; Tooling</span></b><span> </span></p><ul><li><span><span>Evaluate, recommend, and manage tools and platforms (e.g., ticketing systems, documentation &amp; knowledge management, chat, internal communication, self-service, diagnostic tools) to support high efficiency and scale.</span></span><span> </span></li><li><span><span>Partner with internal IT, engineering, and product teams to enhance integrations, automate manual workflows, and improve the support tech stack.</span></span><span> </span></li></ul><p></p><p><b><span>Data &amp; Insights</span></b><span> </span></p><ul><li><span><span>Define, track, and report on KPIs relevant to support operations and enablement (e.g., time to </span><span>proficiency</span><span> for new hires, first response time, escalation rate, customer satisfaction, quality metrics).</span></span><span> </span></li><li><span><span>Use data analytics to surface root causes, track trends, and guide decision-making.</span></span><span> </span></li><li><span><span>Prepare regular reports and dashboards for leadership with insight into performance, risks, and improvement opportunities