Support Operations Manager

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time. What You Will Own • Own the scoreboard pipeline: Salesforce + Level AI data flowing into the daily trackers, the MBR pack, and the ELT views — accurate, on time, trusted. • Run workforce and coverage planning: the shift catalog, the 100–130% coverage band, and the staffing math behind every pod’s schedule. • Administer the modern stack operationally: Agentforce configuration, Level AI scorecards and iCSAT calibration, Customer 360 hygiene. • Track certification: every agent’s ramp (30/45/90) visible, gates enforced fairly, Enablement fed with completion data. • Drive instrumentation forward: close measurement gaps (AHT live Oct 1), build the Where’s-My-Stuff dashboard, automate the manual. • Support the operating cadence: Pod Operations Reviews, Execution Review tracking, decision logs that stay closed-loop. What You Bring • 4+ years support operations, WFM, or business operations in a technical support org. • Excel/BI craft and Salesforce reporting depth; automation instinct. • Precision with empathy: your numbers grade people — you make them fair. • Program management discipline across parallel workstreams. GATES: report accuracy + timeliness · instrumentation milestones · coverage-plan adherence · stakeholder trust scores. IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.