Manager, Support OperationsHungerRush is a leading provider of integrated restaurant technology solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business.The Manager, Support Operations owns the operational engine behind the Menufy and HungerRush support teams: workforce planning, quality assurance, automation/AI, and training & knowledge management.
This role leads a team of 4 functional leads and turns Support performance data into decisions the rest of the organization can act on.Success in this role means building operational systems that allow Support leaders and agents to consistently deliver fast, high-quality customer experiences while continuously improving efficiency through data, automation, and process optimization.What This Role OwnsWorkforce ManagementContact-volume forecasting, staffing models, capacity planning across both support centersSchedule adherence, shrinkage tracking, and coverage planningQuality AssuranceQA scoring frameworks, calibration, and the coaching feedback loopQuality trend reporting and corrective action planningAI & AutomationDeflection and containment performance (Voice AI, bots, agent-assist tools)Automation roadmap execution and vendor managementTraining & Knowledge ManagementNew-hire onboarding and training effectivenessKnowledge base content lifecycle and search/adoption healthAlso Responsible ForExecutive-level reporting like dashboards and scorecards that translate operational data into business impactCross-functional readiness: incident management, product launch prep, organizational change rolloutProcess standardization across POS and Menufy supportLeadership ResponsibilitiesManages and develops the 4 functional leads directlyOperates as an enabling partner to frontline team leaders: supporting execution, not directing team strategyEscalates cross-functional blockers to Support leadership rather than setting strategic direction independentlyQualificationsRequired5+ years in contact center operations, including 2+ years in a WFM, QA, or CX operations leadership capacityDirect experience with forecasting/scheduling platforms (e.g., Assembled) and QA toolingTrack record of owning a performance scorecard and presenting results to leadershipStrong analytical skills, comfortable translating raw metrics into a clear operational narrativePreferredExperience leading or heavily supporting an AI/automation deflection initiativeZendesk administration or configuration experienceBackground in restaurant technology, POS, or SaaS support environmentsKey Performance IndicatorsService level and staffing forecast accuracyQA score trend and calibration consistencyAI deflection rate and containment qualityNew-hire time-to-proficiencyOn-time delivery of the weekly executive summaryAdditional DetailsThis position is open to candidates who are authorized to work in the United States, without sponsorship, either now or in the future. At this time, and in the foreseeable future, HungerRush is not able to support assistance with additional visa sponsorship, regarding this specific position.HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.