Strategy and Operations Support Manager - Remote

Overview

This position is posted by Jobgether on behalf of PadSplit. We are currently looking for a Strategy and Operations Support Manager in the United States. This role is ideal for a strategic operator who thrives on balancing high-level planning with hands-on execution. You will lead and scale a fast-growing support organization, building systems, processes, and teams that directly impact the customer experience. Your work will drive efficiency, improve satisfaction, and enable thousands of customers to access stable housing each month. You will manage frontline agents and team leads, oversee operational strategy, and collaborate across teams to optimize workflows. Success in this role requires strong analytical skills, empathy for customers and employees, and the ability to drive change in a dynamic, remote-first environment. This position offers the opportunity to make a tangible impact while contributing to a mission-driven organization.

In Short

• Lead and grow the Tier 1 Member Support team, managing Team Leads and a distributed team of frontline agents.
• Build and refine support systems and processes, including protocols, escalation paths, and workflows in support tools such as Zendesk.
• Develop and execute operational strategies for staffing, volume forecasting, and shift design to support a 7-day service window.
• Manage and evolve partnerships with BPO vendors, ensuring alignment on goals, quality standards, and customer experience.
• Use data to monitor team performance, identify trends, and implement improvements to efficiency and service quality.
• Translate company priorities and product changes into actionable training, documentation, and support initiatives.
• Partner across teams to provide insights from the front lines, influence product and policy decisions, and enhance customer trust.
• Lead through change and ambiguity, providing structure, clarity, and empathy to maintain a high-performing team culture.

Requirements

• Strong analytical skills
• Experience in operations management
• Empathy for customers and employees
• Ability to drive change
• Experience with support tools like Zendesk
• Team management experience
• Strong communication skills
• Ability to work in a remote-first environment

Benefits

• Opportunity to make a tangible impact
• Contribute to a mission-driven organization
• Work in a dynamic environment
• Supportive team culture