Strategy and Operations Support Manager (Remote - US)

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.

Accountabilities

In this role, you will:

• 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.

The ideal candidate will have:

• 5–7+ years of professional experience, including 2–3 years managing small to mid-size teams.
• Proven leadership in guiding direct reports through performance management and coaching.
• Strong strategic thinking and execution skills, with the ability to balance high-level planning and day-to-day operations.
• Hands-on attitude and comfort building tools, training materials, and performing data analysis.
• Detail orientation with the ability to identify gaps in workflows, training, and documentation.
• Experience designing scalable processes, workflows, and training programs in support or operations.
• Data fluency and comfort analyzing metrics to inform operational decisions.
• Customer-centric approach with deep empathy and understanding of how support drives trust and retention.
• Exceptional written and verbal communication skills to connect with stakeholders across teams.
• Adaptability to navigate fast growth, shifting priorities, and minimal structure.
• Passion for the company mission and alignment with its impact on solving housing challenges.

This role offers:

• Fully remote work flexibility across the United States.
• Competitive compensation, including equity incentives.
• Comprehensive healthcare coverage: medical, dental, and vision plans.
• Company-provided life insurance and optional accident and flexible spending benefits.
• Unlimited paid time off policy plus eleven company-observed holidays.
• 401(k) retirement plan.
• Twelve weeks of paid parental leave for both birth and non-birth parents.
• Opportunity to work in a mission-driven environment improving access to stable housing.
• Salary range: $90,000–$105,000 per year, based on experience, scope, and impact.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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