Senior Support Operations Manager

DeepIntent is leading the healthcare advertising industry with data-driven solutions built for the future. From day one, our mission has been to improve patient outcomes through the artful use of advertising, data science, and real-world clinical data. For more information visit, www.DeepIntent.com. What youll do: We are seeking a Senior Support Operations Manager to provide strategic and operational leadership for the support systems and processes that power DeepIntents customer experience. In this role, you will be responsible for the success of the DeepIntent helpdesk solution powered by Intercomdriving the implementation and continuous improvement of scalable support workflows, translating data into actionable insights, and building AI-powered customer experiences.

• Institute Support Operations best practices within DeepIntent, initially for our Platform Operations team, but with the potential to expand to other customer-facing teams over time
• Own the roadmap for enhancements to DeepIntents use of Intercom, leading the design, maintenance, and continuous improvement of workflows, automations, integrations, and customer journeys.
• Own and lead the customer support analytics strategy, delivering clear, recurring KPIs and data-driven insights to senior leadership.
• Lead the training, optimization, and governance of Intercoms AI tools to improve accuracy, deflection, and customer satisfaction
• Partner with Support, Ops, Product, Marketing, and Engineering team leaders to align the helpdesk solutions capabilities with company-wide priorities
• Act as the senior subject matter expert for Intercom, establishing best practices, documentation, and change management

Who You Are:

• 5+ years of experience in Operations, CX Ops (Customer Experience Operations), or Support Operations with demonstrated leadership responsibility
• Hands-on expertise with In