Sr Mgr. Product Support

Build and operationalize the Real-Time Operations Center, including its staffing model, coverage plan, role clarity, shift structure, handoff routines, escalation paths, and management cadences. Lead and develop a distributed 24/7 team of Real-Time Operations Specialists, establishing expectations for decision quality, responsiveness, documentation, communication, and customer-impact awareness. Create a culture of ownership, urgency, analytical thinking, and disciplined execution in which the Center actively protects service and customer outcomes rather than simply reporting conditions. Intraday Workforce Management and Service Protection Oversee intraday monitoring and intervention across global Support operations, including staffing levels, queue conditions, contact volumes, case backlogs, service levels, productivity, occupancy, and emerging demand or capacity gaps. Use NICE CXone WFM to monitor schedules against actual activity, manage real-time adherence, identify late starts, absences, extended AUX states, and other deviations, and coordinate approved schedule or coverage changes. Establish response playbooks for staffing shortages, unexpected volume, shrinkage events, system disruption, high-priority customer demand, backlog risk, and other business-continuity situations. Ensure the Center monitors both live calls and Salesforce case queues so customer demand is managed across channels and work types rather than through a voice-only lens. Operational Rigor and Process Design Design and continuously improve standard operating procedures, decision rights, escalation matrices, shift handoffs, incident routines, and evidence-based operating practices for real-time management. Partner with WFM leadership to align real-time execution with forecasting, scheduling, skill-group consolidation, shift optimization, heat maps, capacity models, and broader workforce planning. Help standardize AUX codes, shrinkage categories, schedule adherence practices, queue definitions, reporting logic, and operational terminology across Support business units. Develop dashboards, daily views, interval reporting, and recurring operational communications that create a reliable single source of truth for managers and leaders. Partner with Support Services, WFM, Ready, Pro, Pro WFM, Operations, Technology, Product, and other stakeholders to align real-time actions to customer experience priorities and business commitments. Translate operational signals into clear recommendations, decisions, and escalations for Support leaders, including the likely effect on customer wait time, case aging, service level, resolution speed, and employee experience. Ensure real-time operations are connected to the broader Ops Rigor framework, including customer outcomes, operational health and flow, management routines, governance, and accountability. Represent the Real-Time Operations Center in operating reviews and transformation forums, bringing forward patterns, systemic gaps, and opportunities to improve the Support operating model. Analytics, Governance, and Change Adoption Define and monitor performance measures such as schedule adherence, shrinkage, occupancy, queue and case service levels, staffing variance, productivity, backlog risk, escalation response, and data quality. Establish inspection and review routines that distinguish planned schedules from actual AUX activity and reinforce accurate, timely operational data. Lead change adoption for new WFM processes, CXone capabilities, Salesforce operational views, and real-time management routines, ensuring changes are understood and embedded into daily work. Use trends and root-cause analysis to recommend improvements to staffing, skills, processes, technology, and cross-functional ownership. 8+ years of experience in workforce management, contact center operations, customer support operations, real-time management, or a related operational leadership field. Demonstrated experience leading intraday or real-time operations in a complex, multi-site, multi-channel contact center or enterprise support environment. Strong working knowledge of WFM disciplines, including forecasting and scheduling partnership, real-time adherence, shrinkage, occupancy, staffing variance, service levels, and interval management. Experience using NICE CXone WFM, NICE IEX, or a comparable enterprise WFM and ACD platform. Experience with Salesforce Service Cloud or comparable case-management tooling is strongly preferred. Proven ability to build operating models, standard operating procedures, escalation frameworks, dashboards, and governance routines from the ground up. Strong people leadership, executive communication, analytical reasoning, and decision-making skills in a fast-paced, matrixed environment. Bachelor's degree required; advanced degree or relevant WFM, contact center, or operations certification preferred. Experience launching or transforming a command center, real-time operations center, or centralized intraday management function. Experience managing global operations across multiple regions, time zones, languages, channels, skill groups, or business units. Experience with workforce capacity models, interval forecasting, heat maps, business-continuity planning, and operational reporting. Experience driving change management, workforce discipline, and adoption of standardized operating practices across distributed teams. The ideal candidate is a builder and operator who can create structure without slowing the business down. This leader combines contact-center WFM expertise with sound judgment, clear communication, and a strong customer lens. They are comfortable making time-sensitive decisions with incomplete information, escalating appropriately, and turning real-time signals into coordinated action. They will be measured not only by the accuracy of reports, but by whether the Center helps Support leaders act earlier, protect customer experience, improve workforce discipline, and create a more predictable operating environment.