Leading operational initiatives for the Menufy and HungerRush support teams, the full-time Manager, Support Operations will oversee workforce management, quality assurance, and training while driving efficiency through data and automation in a remote capacity. Key responsibilities Manage contact-volume forecasting, staffing models, and capacity planning for support centers Develop and implement quality assurance frameworks and report on quality trends for corrective actions Execute AI and automation initiatives, including performance metrics and vendor management Required qualifications 5+ years in contact center operations, with 2+ years in a leadership role focused on workforce management, quality assurance, or customer experience operations Direct experience with forecasting/scheduling platforms and quality assurance tools Proven ability to manage performance scorecards and present results to leadership Strong analytical skills with the ability to translate metrics into operational narratives Experience leading AI/automation initiatives is preferred