Strategy and Operations Support Manager

Rockstar is recruiting for a mission-driven, rapidly growing company dedicated to solving the affordable housing crisis. Our client is a technology-enabled platform that increases access to stable, affordable housing for thousands of people each month. The team is passionate about using innovation and operational excellence to make a real impact in communities nationwide.

Support Operations Manager

The Support Operations Manager will lead the front line of the customer support team. This high-ownership, strategic role is focused on building and scaling the systems, processes, and people needed to serve a rapidly growing customer base. Reporting to the Director of CX Support, this individual will oversee Team Leads and frontline agents, manage the call center partner, and own the operational strategy for delivering fast, effective, and empathetic support. Candidates who thrive on building from scratch, using data to drive change, and leading work that directly impacts access to stable housing are encouraged to apply.

The Person Sought

The ideal candidate is a strategic operator who thrives in dynamic environments, can lead people, solve complex problems, and build systems from the ground up. This person is equally comfortable with high-level strategy and hands-on execution; whether analyzing data to improve workflows, coaching a Team Lead, or rolling out training for a product change. They bring structure to ambiguity, prioritize effectively, and lead with empathy to foster a healthy, high-performing culture in a remote environment. Most importantly, this individual sees support as a driver of trust, retention, and growth, and is eager to scale a function that improves the experience of thousands of Members each month.

Here’s What This Role Will Do Day-To-Day

- Lead and grow the Tier 1 Member Support team, managing Team Leads and supporting a distributed team of frontline agents who respond to thousands of Member inquiries each week. Set performance expectations, coach people managers, and help define the next phase of the support organization.

- Build and refine core support systems and processes—from rewriting entire protocols and escalation paths to redesigning workflows in support tools (e.g. Zendesk). Identify friction points and drive improvements that increase efficiency and improve the Member experience.

- Develop and execute the operating model for Tier 1, including how staffing, volume forecasting, and shift structures are designed to support a 7-day service window. Ensure appropriate resourcing and scalable structure.

- Manage and evolve the BPO partner relationship, ensuring alignment on goals, quality standards, and customer experience expectations. Manage accountability, lead joint reviews, and help lead the strategy on work with BPOs long-term.

- Use data to drive team performance and decision-making. Monitor dashboards, run ad hoc analyses, and proactively surface trends—whether it’s repeat contacts, handle time variances, or quality gaps. Identify when metrics need to improve and build the plan to get there.

- Translate company and product priorities into action at the front line. When a new policy or product change rolls out, lead the charge on enablement—training Team Leads, creating clear documentation, and ensuring the team is prepared to execute with consistency.

- Partner across teams to share feedback from the front lines and influence changes that reduce volume, improve outcomes, or increase Member trust.

- Lead through ambiguity and change, providing structure, empathy, and clarity when things shift quickly. Serve as a steadying force for the team and help maintain a culture of ownership, resilience, and impact.

Here’s What Is Needed To Be Successful

- Leadership Experience: 5-7+ years work experience with 2-3 of those years managing small to mid-size teams. Confident in guiding direct reports through the performance lifecycle and designing methods for monitoring individual contributors’ performance and quality of work.

- Strategic Thinking & Execution: Comfortable developing long-term solutions while handling immediate operational needs; able to balance zooming out with rolling up sleeves.

- Roll-up-your-sleeves Attitude: Comfortable building independently – whether it’s a training, macro, quick data analysis – not shying away from doing the work.

- Detail Orientation: Notices the small things—typos in macros, gaps in a workflow, inconsistencies in training—and knows which details matter.

- Process Builder: Experience designing scalable workflows, training, and tooling; comfortable testing and iterating on new ideas quickly.

- Data Fluency: Confident working with data to inform decisions—running quick analyses, spotting trends, and building lightweight dashboards without needing an analyst. Understands core support metrics, knows how to improve data capture, and uses insights to shape priorities, tooling, and policy.

- Customer-Centric Approach: Deep empathy for the Member experience, and a belief that support is a key driver of trust, loyalty, and reputation. Understands how customer insights can drive cross-functional change.

- Communication Skills: Exceptional written and verbal skills; able to drive clarity, rally teams, and connect with stakeholders across the company.

- Adaptability: Comfortable navigating fast growth, shifting priorities, and minimal structure.

- Mission Alignment: Deep belief in the vision to solve the affordable housing crisis, and excitement to use support as a vehicle for impact.

The Interview Process

1. The application will be reviewed for possible next steps by the Hiring Manager.

2. If eligibility requirements are met, the next step is a phone screen with a member of the PeopleOps team for about thirty (30) minutes.

3. If warranted, the next step is a video interview with the Director of CX Support for forty-five (45) minutes.

4. If warranted, the next step is a video interview with a panel of key stakeholders for two (2) hours. For this interview, a candidate will execute an assessment to the panel for discussion.

5. If warranted, then the process moves to offer!

Compensation, Benefits, and Perks

- Fully remote position

- Competitive compensation package including an equity incentive plan

- National medical, dental, and vision healthcare plans

- Company-provided life insurance policy

- Optional accidental insurances, FSA, and DCFSA benefits

- Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays

- 401(k) plan

- Twelve (12) weeks of paid time off for both birth and non-birth parents

- The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis

$90,000 - $105,000 a year

Compensation is based on the role's scope, national market benchmarks, the person's expertise and experience, and the impact of their contributions to business goals.

Notice to Applicants

The client participates in E-Verify. All new employees are required to complete an I-9 form and be authorized to work in the United States. Employment is contingent upon successful completion of the E-Verify process.

The client is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.