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Ashby is hiring its first Senior Support Operations Manager to lead and integrate the Support Operations organization across four functions: Systems, Workforce Management, Quality, and Training. You'll report directly to the Head of Support and manage the leaders of each function, staying close enough to the work to coach effectively while setting systems, processes, and standards that enable these functions to work together cohesively.
In this role, you won't be the hands-on operator for any single function, but you'll understand each discipline deeply enough to ask sharp questions, spot patterns, and have substantive problem-solving conversations with the functional leads. You'll establish consistent processes and standards across Systems, WFM, Quality, and Training; identify where functions should integrate more tightly (e.g., how Quality findings inform Training, or how WFM forecasts account for Systems changes); and drive measurable improvements in efficiency and quality.
Key responsibilities include:
- Managing and developing the leaders of each of the four functions, including those new to their roles
- Coaching leaders through specific, detailed feedback grounded in understanding their day-to-day work
- Staying close to each function's workflows, metrics, and constraints to spot patterns and ensure excellence
- Using operational data to identify performance gaps and efficiency opportunities
- Championing efficiency and quality as complementary goals, not competing priorities
- Representing Support Operations cross-functionally with Engineering, Product, and People Ops
- Partnering with Knowledge Management to turn support knowledge into self-service and in-app experiences
You'll have the authority to define how these functions coordinate, where they should integrate more tightly, and where efficiency gains can free up capacity for higher-impact work. Because Support Operations is still being established, you'll help shape the operating model from the ground up.
About Ashby: Ashby builds a suite of products for talent leaders, recruiters, and hiring managers to run their hiring process better. The company raised a $50M Series D in July 2025, supports nearly 5,000 customers (including Shopify, Snowflake, OpenAI, Deliveroo, Confluent), and is growing faster than 100% year-over-year with roughly 300 people across 22+ countries.
REQUIREMENTS:
- Proven experience leading operational functions in a Support or Customer Experience organization, with depth in one or more disciplines (systems, workforce management, quality, training) and experience coordinating across multiple disciplines
- Experience managing managers or leaders of distinct functions, hiring and developing teams, and building clear ownership across multiple functions
- Ability to stay close enough to the work to inspect quality, challenge assumptions, and coach effectively without being the primary operator for each function
- Track record of building or scaling operational standards and processes across a growing organization
- Strong systems thinking and ability to see how distinct functions interact and design clear ways for them to work together
- Comfort using operational data to identify problems, make tradeoffs, and hold teams accountable to measurable outcomes
- Comfort working in ambiguity, especially where functions are new and processes/standards are still being defined
- Skilled at coaching leaders and specialists at different stages of maturity
- Strong communication and facilitation skills with ability to align stakeholders across multiple functions and tailor context for different audiences
- Genuine investment in developing people beyond managing outputs
- Belief that Support is a strategic differentiator, not a cost center
- Passion for efficiency and quality as complementary goals
- Excitement about self-service and in-app support as levers for better customer experience
