Sr. Manager, Support Analytics at RingCentral

Denver, Colorado, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, CommunicationsIndustries

Requirements

7-10 years of progressive experience in operations, support, or analytics leadership roles for strategic IT partners

Responsibilities

Drive enterprise-wide development of new systems, processes, and tools to enhance support efficiency and scalability across all business units, with focus on long-term strategic planning and AI-powered analytics solutions
Lead, mentor, and develop a team of Business Analysts and Analytics professionals, establishing career development paths, performance management, and strategic workforce planning to support organizational growth
Oversee complex, multi-departmental projects by identifying strategic requirements, collaborating with senior operational teams, and managing enterprise-level milestones through implementation while ensuring alignment with corporate objectives
Partner with executive leadership to generate comprehensive reports and predictive models, driving strategic insights into organizational performance, customer satisfaction trends, and business intelligence initiatives
Establish enterprise-wide best practices and train senior support leaders on advanced operational effectiveness strategies, ensuring consistency across all support functions
Partner with C-level executives and senior leadership across departments to support and resolve complex escalations related to partner implementations, revenue optimization, and strategic support initiatives
Analyze enterprise support program data to identify strategic opportunities for enhancing RingCentral's competitive positioning and market value proposition through advanced analytics and AI-driven insights
Lead organizational change initiatives and recommend strategic procedural enhancements based on executive stakeholder feedback to transform the support experience and operational efficiency
Maintain regular executive-level discussions with cross-functional leadership teams to exchange strategic insights and support high-level data-driven decision-making across the organization