Customer Support Operations Manager

At Podium we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60000 businesses across Auto Home Services and Aesthetics Podium captures and converts leads 24/7 driving both new business and repeat customers.

In under 24 months we crossed $100M in AI Agent ARR scaling 300% year-over-year. During this time weve deployed 10000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.

Podium has been recognized as the Best AI Implementation by Inc. Magazine highlighted by OpenAI for building revenue-driving AI Agents and awarded the #1 AI Agent for Business Operations by G2.

Our growth is fueled by hiring exceptional people holding them to high standards and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If youre hungry for growth aligned to our operating principles and ready to get to work you wont find a better place to learn and accelerate your career.

Customer Support Operations Manager

About the Role

Podium is hiring a Customer Support Operations Manager to lead operations for our Customer Support organization with a strong emphasis on metrics workforce management and AI-powered support systems.

This role sits at the intersection of strategy and execution. You will own how Support operates day to day and how it evolves over timethrough better systems refined staffing models enhanced processes and integrating AI into core support workflows. You will directly manage Workforce Management and CX Ops team members (2 direct reports) and serve as a key thought partner to the VP of Support.

This role is onsite in Lehi Utah working closely with Support leaders and frontline teams.

Key Responsibilities

Support Operations & Strategy

• Own the operational health of customer Support with accountability for key metrics (SLA CSAT FCR handle time backlog health cost-to-serve).
• Leverage SQL to run ad-hoc analysis and create reporting and dashboards to track all aspects of customer support (Sigma preferred)
• Partner with Support leadership to identify performance gaps and design scalable solutions to solve for gaps.
• Lead high-impact initiatives that improve efficiency quality and customer outcomes.

Workforce Management & People Leadership

• Lead the Workforce Management function including forecasting capacity planning staffing models scheduling strategy and productivity analysis.
• Balance service levels cost efficiency and employee experience in workforce decisions.

AI Automation & Innovation

• Act as the operational owner for AI-powered Support initiatives including building deploying and managing AI Agents.
• Be highly curious about emerging AI models and tools testing and applying them to real Support workflows.
• Partner with Product Data Science and Engineering to design agent behavior escalation logic guardrails and success metrics.
• Measure and improve AI performance (containment deflection quality CSAT impact).

• Own Supports metrics framework dashboards and operating rhythms.
• Design document and maintain SOPs to ensure consistency and scalability.
• Partner with Business Applications on Support tooling and workflow optimization (Zoom Contact Center preferred).

Qualifications

• 58 years of experience in CX Operations Support Operations Consulting or similar roles.
• Prior people leadership experience.
• Comfort building testing and managing AI-enabled workflowsnot just consuming vendor solutions.
• Strong analytical mindset with the ability to translate data into clear actions.
• Experience working cross-functionally with Product Engineering Customer Experience and Data Science.
• Familiarity with contact center platforms; Zoom Contact Center experience strongly preferred.

Benefits

• Open and transparent culture
• Life insurance long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time plus three 4-day summer holiday weekends
• Excellent medical dental and vision benefits
• 401k Plan with competitive company matching
• Bi-annual swag drops with cool Podium gear and apparel
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center subsidized for employees
• Additional benefits for fully remote employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion gender national origin sexual orientation gender identity or expression age disability genetic information marital status or veteran status